Feature Request - Click here to Open / Close ticket in emails

[bubble]

hi.

It is really difficult to get to know what is client thinking, whether they want to keep ticket open or would like to close it.

In our case, tickets are currently left in the "Responded" queue, we have to ask and ask again if client really want to keep the ticket open.

Currently i know that there is a function in esupport client's area to let client open / close tickets themselves. My suggestion is to extend this ability to ticekt replies also. In the replies we give clients, i suggest add a link to it which ask client to click a link to open / close a ticket.

When client clicks link, esupport detected the request and process accordingly. Moreover, it adds an audit log to record the event.

The open / close ticket status doesn't necessary to be the "Open" "Close" in the current esupport. Just allow us to have an option to define which statuses it should be.

[craigbrass]

Oh yea, that would be cool. Wrong board tho. Needs to be in Feature Requests. One of the mods will move it when they get online tho.

[Jamie Edwards]

Rather than a direct link for these actions, I think a request also posted on these boards that allows ticket actions to be performed by replying to tickets with keywords / action words (such as <!do close-ticket>) is more viable and can cover more actions.