Reopened tickets from closed/archived status going into unassigned
Becky Sloan
Currently if a dealer reopens a ticket that has been closed or archived it will open back in our queue assigned to the agent that previously worked it. This has caused a lot of delays as they have come in after agents have left for the day or been out of office. If tickets could come back into the queue as UNASSIGNED it would ensure that dealer inquires are handled in a timely manner.
L
Lou Muscella
Our service is having the same problem. Continue to get customers who use an old link to an existing ticket or text to reopen an archive ticket to request new service. Would like to see a configurable option for archive tickets to avoid this problem and not allow customers to do this.