What is it?
This setting automatically updates a ticket’s status to "Open" when a new reply is received from either the agent or the user. It ensures that ongoing conversations are properly tracked and not mistakenly considered resolved or pending.
How it Works:
Let's introduce some fictional characters to illustrate this:
- Rohan – Agent
- Ritika – Customer
Ritika reaches out via WhatsApp with a query about her order. Rohan, the assigned agent, provides the necessary information and marks the ticket as Resolved. However, Ritika later has a follow-up question and replies to the chat. If this setting is enabled:
- The ticket’s status will automatically change from Resolved to Open, ensuring it remains tracked properly.
- Additionally, if Rohan himself replies to provide further clarification after marking the ticket as Resolved, the status will also update to Open.
Why Enable This?
- Ensures that active conversations don’t remain in Pending or Resolved status by mistake.
- Helps agents quickly identify tickets that need attention.
- Reduces manual effort in updating ticket statuses.
Summary:
- If a user (customer) replies to a Resolved or Pending ticket, it will reopen as Open.
- If an agent replies to a Resolved or Pending ticket, it will also reopen as Open.
- This feature helps maintain better tracking and management of ongoing customer interactions.