Reopen Ticket Via Email
We currently have our KACE helpdesk configured to have each HD Tech set a ticket to a "resolved" status when they are finished with it. This is a stalled state that sends an email to the submitter letting them know what the resolution is. The ticket will stay in this state for 7 days or until the user reopens the ticket (if they were not satisfied with the resolution). I would like to let the user have the ability to simply reply to the email that they recieved when the ticket was resolved to reopen the ticket. I know that this can be done when a ticket has been closed, but I would like to get that same functionality in this case. Does anyone know of a way to do this?
Customize the default Customer Responded rule to include tickets with a "resolved" status, and make sure that the title still includes [TICK:#####].