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PSA Workflow | How do we re-open a closed ticket when the ticket contact replies to it?
PSA Workflow | How do we re-open a closed ticket when the ticket contact replies to it?
A
Written by Aiden Morris
Updated over a week ago

Question

How do we reopen a closed ticket when the ticket contact replies to it?
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Answer

When a ticket is marked completed, you can no longer edit it unless you reopen it.

Re-opening a ticket can be done in two ways in the UI.
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1. Re-open manually-

Navigate to Service Desk > Tickets, Open a completed ticket, and hit re-open.

2. Configure a workflow to do this for you.

  • Create a new workflow and use the parameters as follows:

  • Activity Added By: Anyone/Clients

  • Conditions tab - Status: "IN" - "Closed or Completed" (The field used for closure in your Service desk settings)

<a href="https://kaseya.zendesk.com/attachments/token/5gZwBP01jRBXbHL7CBoqNKafW/?name=WF+1.png" target="_blank" rel="nofollow noopener noreferrer">https://kaseya.zendesk.com/attachments/token/5gZwBP01jRBXbHL7CBoqNKafW/?name=WF+1.png</a>

  • Updates tab - Change status to New or whatever status you would like the re-opened ticket to use.

  • Notification - You can specify what queues or who will be receiving this re-open notification via the Notifications tab.

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