We have noticed in certain circumstances it would be good if the customer reply didn’t re-open a conversation or ticket such as when a customer thanks us for our help. Its nice to hear that the customer is happy but we don’t want the conversation to reopen. I know I can set it so conversations don’t reopen at all, but this then creates a new conversation which is worse that one reopening. Has anyone got any ideas on how best to resolve this?
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How do I prevent a conversation/ticket re-opening when the reply is a thank you
Best answer by Noor Saleh
david meakin wrote:
Hi
If I set this as you suggested above what happens when a customer sends a reply after 5 minutes. Does it create a new conversation?
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