When a helpdesk ticket is closed and survey is sent to the user and they have two choices.

    1) Check a radio button and quality of services

    2) Comment on service, in which we would like that ticket to be re-open for that tech or place back into the helpdesk as unsigned.


Please help .

thank you

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  • So, if they left a comment on the survey, you want the ticket to be reopened?
  • May I am missing something but why? If they comment "Thanks great service!" and save, the ticket gets opened ?

    Could you explain your objective in doing this? It might help in coming up with something to assist you.
  • I want if the user be able to re-open the ticket if they are unhappy with the repair.
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You might consider using the built-in ticket rules to accomplish this for you. There is one designed to reopen a ticket that you could repurpose to serve that need.

I agree with the other posters though... someone might reply with "Thanks, you guys did great!" and the K1000 will reopen the ticket the same as if they had sent a response that wasn't so positive. You'll probably also want to change the verbiage in the ticket closed email you have sending to let end users know that they should reply only if they are unhappy or if their ticket wasn't resolved.

Answered 10/30/2014 by: erik.ragan
Senior Yellow Belt

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