- If a requestor responds to a resolved ticket within three days of it being resolved, the ticket will be reopened.
- If the requestor responds to a resolved ticket after three days, a new ticket will be created and will reference the old ticket number
- The new ticket will be automatically assigned directly to the individual responsible for the original ticket.
Recommendation: Work the new ticket as a new request for assistance; don't reopen the original ticket, and don't merge the original and new tickets.
Recommendation: Once you resolve the ticket, let the requestor know that it has been placed in a "resolved" state, and if no further assistance is needed, the ticket will automatically be placed in a "closed" state after three days.
Recommendation: Use the response template "Placed In Resolved" when updating the ticket to let the customer know the ticket will close unless further assistance is needed as illustrated below.
