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Testing ODOO 10 Helpdesk (comming from Freshdesk) , it seems that the status does not change to open when there is a reaction on a solved ticket.
Possible to change this?
If not how can we see all open tickets + all tickets which are solved but a new reaction is given?
It's a little bit late for this issue, but someone have a solution for that? I would like to know if it is possible to change ticket status if a customer reply by email? Maybe using some automation...
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1. Use the live chat to ask your questions.
2. The operator answers within a few minutes.
What do you mean by reaction? This isn't an Odoo term so can you provide an explanation or screenshot?
I believe he means that when a user reply via email to a ticket that has been closed, the case remains closed and the support user may not be made aware the the client does NOT consider this closed.
Nicolas, I know it is late, but can you respond to confirm that this is your problem? Hopefully the response may help future thread viewers.
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