4 Replies Latest reply on Dec 23, 2014 6:46 AM by bknight

    Customer unable to add a Note after ticket is closed


      This occurs after a ticket is closed.  A customer will reply to the closed ticket notification for any number of reasons.  In some cases, I can see them replying because they feel the issue is not closed.  However, the incoming email is not processed and note is not added because the ticket has been closed.  Is there a way to allow customers to update the ticket once it has been closed?  I looked around and I don't see anything offhand.  It may be something we have to deal with procedurally, though I thought the easy solution would be allow people just continue to update their ticket.  Especially if the problem resurfaces in a short period of time.