Mail reply on closed tickets

Hello,

When a ticket is completed, and a client sends a mail with the corresponding ticketnumber the ticket gets updated with that mail (as suspected) and the account manager gets a notification.

Is it possible to automaticly change the status of that ticket to "new" or "in progress" so all helpdesk employees can see the updated ticket ?

Thank you for asking. The way to know about all incoming updates from customers - e.g. emails that been converted to tickets, customer reply to existing (open or close) tickets, customers adding notes to Tickets using the Customer Web portal, etc. is to use the [urlmp=/wiki/Ticket_Management#Inbox]Tickets Inbox[/urmpl].

Give it a try!

Nice feature. I remember reading about it when it was released.

Since we have never used it, how do we delete the 3+ years worth of tickets in the inbox at the same time?

Sure, select the view the Tickets Inbox and then from the menu select:
Tickets > Tools > Batch Remove Tickets from Inbox