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Disable commenting on closed or resolved Service Desk tickets

End users have have the ability to comment on closed or resolved tickets. In IT we don't monitor those tickets. It can be frustrating for the end user as they think we will reply to them. Thank you

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Comments

richash

Thank you. It worked.

jaybird

What was the solution?

TheZeak

@jaybird @JDobbsy1987

Not sure if this will help but this is what we do to address this issue.

We have an automation that checks Closed/Resolved tickets and if there is a new comment posted on them we sent a notice to the associate letting them know the ticket is closed and if they need additional assistance to open a new ticket though the portal and to reference the old ticket number when doing so. Though now that Process integrations are available in automations we will likely transition that email notice to a automated comment from our "HelpDesk" account.

JDobbsy1987

Thank you for the follow up and notification automation, in the absence of being able to disallow comments on closed tickets, i think i will add this automation too so the user is aware we probably wont see it :)

Thank you