Turn a ticket reply into a new ticket
Manually make a reply into a new ticket
If a patron replies to an old ticket with an entirely different question (or an ongoing ticket with a totally separate set of questions), rather than continuing the thread of the old question, it's often best to turn that reply into a new ticket all it's own. Not only will this start a brand new thread for the question, but it will also help to ensure the ticket statistics are more accurate.
- Click on the reply's Action () button.
- Select Make Reply a New Ticket from the dropdown menu.
When you turn a reply into a new ticket, that reply will be completely removed from the original ticket's thread, it will instead be used as the initial question of the new ticket, with an internal note added to indicate that the ticket is from a reply from another ticket.
Automatically break replies into new tickets
Sometimes, a user will reply to a really old ticket that was already closed -- even though they're really asking a new and entirely different question. To automatically break replies to old tickets into new tickets, look no further than your LibAnswers system settings!
The Break Replies into a new Ticket after X Months option allows you to set a window of time where replies are turned into new tickets, instead of being added to the original ticket's thread. Admin users can set this up as follows:
- Go to Admin > System Settings.
- Under the General tab, scroll down to the Answer Page box.
- For the Break Replies into a new Ticket after X Months option, the number you enter here will be used to determine if a reply remains in the original ticket thread or is turned into a new ticket.
- For example, let's say you set this to 3 months: if a patron replies to a ticket that was last updated over 3 months ago, it would be turned into a new ticket.
- Otherwise, it would be added to the original ticket's thread and its status changed to Open.
- When a new ticket is created in this way, the new ticket will include an internal note so it's easy to find the original ticket thread.
- Click on the Save button.