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Email reply with a message telling users they are responding to a Resolved or Closed ticket

Hello,

We use email as our main way for users to interact with the Help Desk. Some users reply to closed tickets when attempting to raise a new issue and that causes their issues to get missed, we have explained this to these users but they are failing to understand.

Could there be an option to automatically reply to users if they attempt to send a new message to a closed or resolved ticket?

Randy Jackson

randyjackson@westminster.net

678.427.9902

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Comments

etsang

We had this issue in our help desk as well. Not sure if it would help in your environment, but we created an Automation Rule which had a condition/trigger of:

Then we had an action configured to send a notification template that was created in: Setup -> Service Desk -> Notifications that would send a message to the requester to submit a new ticket. Since it sounds like you're working on the email side a bit more, you could use an "ad-hoc email" type instead if you want to avoid the "Notification" email template route.

Not sure if this helps, but I was passing by and figured I'd give my 2 cents.

Kilobitz

We also resolved this with Automation Rules

Configure Service Desk Settings to
1. Close Resolved incidents after 7 days
2. Resolve inactive incidents = NONE
3. Reopen Resolved Incidents = OFF

Created Automation Rules
1. 6 Notification Automation rules where every day or two the user receives an email alert to update the incident
2. Final Notification Rule will Resolve the Incident
3. Automation rule to re-Open Resolved incidents if within the resolved state
4. Automation rule to Notify the incident is closed (when in closed state) and they have to resubmit a new incident

Automation Rule to change state from Awaiting Requester Input to Assigned

Automation Notification Rules 12-15 similar but with different countdowns and messages how many days are left

Automation Rule 16 Resolves the Incident and notifies the user they have 7 days to reply to the resolved incident before its closed

Automation Rule 17 Re-Opens resolved incidents

Automation Rule 18 replies to an email if received once the resolved incident has been closed.