Don't want customers who reply back "thanks" to cause the Ticket to reopen

[Solvent LLC]

I disabled the "Default Ticket Status for Client Reply" under Admin CP->Settings->Tickets because I dont want customers who reply to closed tickets to "reopen" those tickets just because they replied back "thank you" or something like that.

Then I set up a parser rule that says "if its a custmer reply, and the ticket is NOT closed, then set status = awaiting staff reply". This works PERFECTLY as long as the customer does everything via email. BUT, if they log into the eSupport site and reply that way, then the status stays at "awaiting customer reply"-- it doesn't change.

How can I set up my Kayako so that replies from customers via the eSupport site change the status to "awaiting staff reply" similar to the way its done via the mail parser? Or is there a better way to handle this.

BASICALLY I JUST DONT WANT CUSTOMERS TO RE-OPEN TICKETS AFTER I CLOSE THEM JUST BECAUSE THEY REPLIED BACK ONE OR 2-WORDS "THANKS" etc.

[eiden]

Perhaps you can be rude to your customers. That way they won't thank you :P :P

Unfortunately, the parser rules only applies to replies sent by mail. I think there should be some kind of filter for replies added via the web frontend.

I have solved this with a change in the template. If the customer click on the "post reply" button on a ticket that is closed, a javascript confirm dialog alerts the user that the ticket is closed.

[Solvent LLC]

Hmm that is not bad... was it difficult to make this change? Would you be open to sharing it?? I would like to have a similar system........

[richm]

I'd be interested also!

Any way to wrap a date around the closed check?

e.g. If ticket = closed and days since closed > 3, then make them open a new ticket

else

re-open the existing one

?

I could really use something like that to keep them from messing with my sla numbers.

Rich

[eiden]

From the viewticket template:

<input style="cursor:pointer" type="button" name="postreply" value="<{$language[vtpostreply]}>" onClick="<{if $ticket[status] == "Name of your closed status"}>if (confirm('Message to the user'))<{/if}>window.location.href='<{$baseurl}>_m=tickets&_a=postreply&ticketid=<{$ticket[ticketid]}>';" />

[Solvent LLC]

Thanks! I'm certainly going to give that a try!

Now if only there was a solution for the mail-parser side of things.....I tried making a rule that if users reply to a closed tkt it stays closed, but the Status-Changer setting from the tickets module seems to override it.

I'm sure its probably an easy patch, if you know php (which I dont). anybody?

[Siora]

Originally Posted by Solvent LLC

Thanks! I'm certainly going to give that a try!

Now if only there was a solution for the mail-parser side of things.....I tried making a rule that if users reply to a closed tkt it stays closed, but the Status-Changer setting from the tickets module seems to override it.

I'm sure its probably an easy patch, if you know php (which I dont). anybody?

I just applied the setting through mail parser (rules) and it worked. You have to ensure that the ticket is "ignored". If you enable the contents of the email to be added to the ticket then the status will change. I tested the rule and it worked.

[Solvent LLC]

Okay but then the email gets completely lost? thats no good either- what if it contains important information?

[Siora]

Originally Posted by Solvent LLC

Okay but then the email gets completely lost? thats no good either- what if it contains important information?

Well I did it such that an email goes to the user stating something like "thank you for contact so and so, however your ticket has been closed, please contact us via SC or call us at xxxx to re-open/submit a new ticket"

At least that way the user knows that his email didn't go through.

[Siora]

Originally Posted by eiden

From the viewticket template:

<input style="cursor:pointer" type="button" name="postreply" value="<{$language[vtpostreply]}>" onClick="<{if $ticket[status] == "Name of your closed status"}>if (confirm('Message to the user'))<{/if}>window.location.href='<{$baseurl}>_m=tickets&_a=postreply&ticketid=<{$ticket[ticketid]}>';" />

Where do we add this line of code? Anywhere?

[Siora]

Bump

Where do we add that line of code in the template?