I would like to stop completed emails from reopening. I see a rule that changes the status of tickets to “in progress” when a new note is added. Is there a way to only change the status to “in progress” is the ticket was NOT completed? Or should I just remove this so that the status is not changed a…

This worked perfectly! Thank you so much for your help.

You are correct that your existing catch-all rule updates an existing ticket if an email comes with the ticket number in the subject line. It adds a note to the ticket and changes the ticket status to In Progress. If there is no ticket number it creates a new ticket. So have you thought about ho…

We found a way to alert them 2 times before it closes from another tool, this will be at the 24 and 48 hr mark. So step 3 is perfect. If they try to leave a note on a closed ticket it would by the rule remain closed and then email them that they have attempted to open a closed ticket and to submit…

Hi @SET1 , Thanks for the great question and the additional information. The suggestion you liked was: Only add notes to open tickets, if the ticket is closed reply to the sender that they need to submit a new ticket. Here is how you can accomplish that. First, start by viewing your mailbox . …

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How to prevent "completed" tickets from being re-opened

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