In our organization, our end users call and or email us with issues and we as the technologist open the ticket. Is it possible to add a link on email that goes out once issue resolved that will allow them to click on and will automatically re-open ticket if they feel issue is not resolved? this would be something in place as appose to end users calling us back and or replying.
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Just clicking a link? No. They'd have to modify the ticket somehow so a rule can run to automatically re-open it. There is a built-in system rule that will re-open a closed ticket if a comment is added. That is as simple as a user replying to the closed ticket email.
Answered 04/04/2011 by: airwolf
Tenth Degree Black Belt

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Maybe you could use a customised mailto link in your email which goes to the submitter on closed. For reference on this page: http://www.addressmunger.com/mailto_syntax_tutorial/

Ie, create a mailto link in the 'Closed' auto email which is configured to send an email based on ticket ID. I would say something like this could work. Maybe in conjunction with a custom rule.

If this has been closed in error click the link below and then click send, there is no need to make any other changes to the email

<a href="mailto:yourkacesupport@domain?subject=$ticket_number">Closed in error</a>

Just a possible suggestion, let me know how any testing goes or if you use any other method to do the same thing.
Answered 04/26/2011 by: Roonerspism
Second Degree Brown Belt

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