Reply on closed Ticket
This extension adds an important function to the standard notifications in Matrix42: if an email is received for a ticket that has already been closed, the sender is automatically informed that the ticket has been closed and a new one needs to be opened. This means that no customer request goes unnoticed and the workflow in the service desk remains clear and efficient.
Description
This extension adds a crucial function to the standard notifications in Matrix42: when an email is received for a ticket that has already been closed, the sender automatically receives a notification that the ticket has already been closed and that a new ticket must be opened for further processing. This ensures that no customer requests are lost or overlooked and that the handling process in the service desk remains clearly structured and efficient.
Core features
- Automatic feedback: If a message is received for a closed ticket, the sender automatically receives a notification.
- Customizable: Multiple compliance rules (e.g. by ticket type) can be flexibly set up and activated or deactivated.
- More efficient service processes: No email gets lost - all requests are reliably recorded and the service desk is noticeably relieved.