Client reply to a closed ticket

[Support Team]

RangerMSP User Question*

Sometimes a client will reply to a ticket that has been closed. As a result we can miss additional requests they send through, because we don't monitor closed tickets. How should we be handling this in RangerMSP?



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* Question received by email and shared here for the benefit of our users.

[Support Team]

Answer

That is exactly what the Tickets Inbox is all about.

In short - Any time a customer sends in an email that is converted into a service Ticket besides being listed under the Open Tickets view, the Ticket is also pushed to the Ticket Inbox. So, this includes Closed Tickets.

Also, when the customer reply by email to an existing ticket - the ticket is automatically pushed to the Tickets Inbox.

In case customers are also using the Web portal, the logic is the same - whenever they open a new ticket - it is also pushed to the Inbox, when they add notes to an existing tickets, it is pushed there as well.

Once you got read the customer latest update you simply remove it from Inbox. Then if the customer replies it is automatically pushed to the inbox again, and so forth.

This way you cannot miss any update by a customer, regardless of the status of the Ticket.