Client cannot update a ticket that is closed

Question

When a user responds to an email ticket after it is closed they get the following error: Could not add note to ticket 12345. It is already of status type: Closed.

How do you fix this so they can add a note but not reopen the ticket?

Thanks

mark.dangelo · Answer

I only know how to make it so it allows the note and reopens the ticket, but not allowing and keeping it closed. I have messed with the action settings to try and get it to automatically close a ticket that has been reopened via a client email but I didn't have any luck with it.

mguizzetti · Answer

Don't think you can.  Best practice would be If a new note has been added to a ticket you would want the ticket to be reopened to identify the issue and track tech time. Else the user needs to open a new ticket for a new request.

* Incident identification
* Incident logging
* Incident categorization
* Incident prioritization
* Incident response* Initial diagnosis
* Incident escalation
* Investigation and diagnosis
* Resolution and recovery
* Incident closure