How to Prevent Resolved Tickets from Reopening
This article explains how to configure your LiveAgent system to prevent resolved tickets from automatically reopening when a customer sends a new message or reply.
Overview
By default, LiveAgent may reopen a resolved ticket when a customer sends a new message. If you prefer to keep resolved tickets closed and create new tickets instead, you can disable the automatic reopening feature through the system configuration.
Prerequisites
- Administrator access to your LiveAgent system
- Access to the Configuration menu
Steps to Disable Ticket Reopening
- Log in to your LiveAgent account with administrator privileges.
- Navigate to Configuration in the main menu.
- Select System from the submenu.
- Click on General settings.
- Locate the Resolved Tickets section.
- Find the option labeled "Reopen Resolved Ticket".
- Uncheck (untick) this option to disable automatic reopening.
- Save your changes.
What Happens After Disabling Reopening
Once you disable the "Reopen Resolved Ticket" option, the following behavior will apply:
- When a customer sends a new message or reply to a resolved ticket, the ticket will remain closed.
- Instead of reopening the resolved ticket, a new ticket will be automatically created.
- The new ticket will include a reference to the original ticket, allowing agents to easily view the ticket history and context.
Benefits
- Maintains a clear separation between resolved and active issues.
- Helps preserve ticket resolution metrics and reporting accuracy.
- Ensures resolved tickets remain in your closed/resolved queue without interruption.
- Provides a clean audit trail with linked tickets for reference.
Reverting the Change
If you need to re-enable automatic ticket reopening at any time, simply follow the same steps above and check (tick) the "Reopen Resolved Ticket" option again.
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