Reopen a Ticket

| by Sri Sudhan

1. Feature Overview

Once a ticket (created with the Source as Email) is marked as resolved or closed, it can be reopened if the customer is unhappy with the resolution provided and replies to the ‘ticket closed’ email. This article helps you configure the ticket Reopen Flow in your account.

LeadSquared Service CRM

 

2. Prerequisites

  • Service CRM is a paid feature. To enable it, contact your account manager, or write to scsupport@leadsquared.com.
  • You must be a Service CRM Admin to configure the Reopen Flow.

 

3. Configure the Flow

Once you log in to LeadSquared (https://login.leadsquared.com/), to the ticket Reopen Flow –

  1. Navigate to My Profile>Settings>Service Cloud.
  2. On the Service Cloud Settings page, under Workflows, click Reopen.
  3. On the Reopen Flow page, there are two scenarios –
    • Resolved Threshold – The number of days after which a resolved ticket is considered as closed.
    • Closed Threshold – The number of days after which a closed ticket is considered permanently closed, and cannot be reopened by the agent.
  4. For both scenarios, you can configure the number of minutes, hours, or days after which the ticket is considered to be closed and permanently closed. Any time before the configured deadlines, the ticket can be reopened.
  5. To disable the Resolved Threshold or Closed Threshold, turn off the slider next to the respective setting.
    • When the Resolved Threshold is disabled, as soon as a ticket is resolved, it’ll be considered closed.
    • When the Closed Threshold is disabled, as soon as a ticket is closed, it’ll be considered to be permanently closed, and it cannot be reopened.
  6. Once you’re done, click Save. The timelines will now be applied to all the tickets in your account.

Note:

  • A ticket is considered Resolved when the agent resolves the issue highlighted in the ticket. Once a ticket is marked as Resolved, but is within the Resolved Threshold timeline, an agent can open this ticket.
  • A ticket is considered Closed if the specified number of days has passed (i.e., after it crosses the Resolved Threshold timeline) since it was marked as Resolved. Once a ticket is Closed, only the customer can reopen it (e.g., by replying on the email thread) within the Closed Threshold timeline.
  • Once a ticket is ‘Permanently Closed’ (i.e., after it crosses the Closed Threshold timeline), it won’t be reopened even if a customer replies to the email.

LeadSquared Service CRM

 

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