Hi everybody,
I'm wondering if there is any way to reopen a closed helpdesk ticket when a customer replies to helpdesk email.
I'm having a look into automated actions, but it's a little bit tricky to do that, or at least it's what it looks like at first glance.
How do you resolve this kind of scenario when a ticket is closed but a customer replies and you need to move the ticket to "In progress" again? Is there any way to do it automatically?
This behaviour is pretty straight forward in any helpdesk system.
Thank you.
Hi Nomad_King.
So, is reopening a ticket in closed state the expected behaviour?
Is that behaviour working since an specific version of Odoo?
The point is that in our instance if a customer replies via email to a ticket, the ticket remains closed, so for our agents is a time-consuming operation check inbox email to see if there is any answer for an "old" ticket.
Thank you.