1. Kayako Download customers: we will continue to develop and support Kayako Download beyond July 2017, alongside the new Kayako for existing customers.

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  2. The forum you are viewing relates to Kayako Classic. If you signed up or upgraded to the new Kayako (after the 4th July 2016), the information in this thread may not apply to you. You can visit the forums for the new Kayako here.

Close a ticket without notification.

Discussion in 'Using Kayako Classic' started by Tom Stian Bjerk, Apr 20, 2015.

  1. Greetings.

    Still on the trial (3 days left) and working on notification on closing tickets.

    I tried Kayako support with this issue. But they couldent help.

    One reason for us to consider Kayako as our new helpdesk system is surveys.

    So when we close a ticket the user gets a survey. Thats all fine. As intended.

    The issue is when the user are replying on the closed ticket and reopening it again.
    Our users often says, "thanks for help" etc. after we solved the case. So when we close the ticket again they get survey number two for the same ticket. That is email spam and make us look a bit unprofessional.

    The issue is also for bouncing mails. NDR, Outlooks out of Office, etc.

    One solution is to make a new status that are not sending out survey. Like "Closed without survey" or something. But i really dont like that solution. a closed/resolved ticket should only have one status.

    So how can we solve this ? this is almost a deal breaker for us.
    How are you solving this ?

  2. Gary McGrath

    Gary McGrath Staff Member

    Hi Tom,

    At the moment the best option is to have the status which does not send out the survey, but in our next major version we are getting ready to beta soon, we have included options to not send out a survey if one has already been sent.

  3. Hope we get the option to not send out survey at all also. And not only for the tickets that have allready sent one survey.

    But it sounds good if you implement that option. We can live with a extra status until then. :)

    Thanks Gary for your reply.

    Tom Stian
  4. Hi, Is this possible now in 4.79+ ?

    We still have the same issue with some users reopening tickets with "thanks" etc.. So a way to close a ticket without notification would be nice.

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