It is quite frequent that a customer will ask a followup question to a solved case. If they actually use the same reference number in the subject line for that same case, it does not "reopen" the case as it can do on some freeware ticketing systems.
It only appears in the communications tab for that company and since we use a group email, the communication can go unseen.
But, if the customer doesn't get a response - they then send a new email, creating a new case for the same issue - and there is no "merge" case functionality //already requested//.
Please allow a case trigger to "reopen" a closed case if a follow-on email is submitted with the same case id in the subject line.
by: Erica G. | over a year ago | Customer Mgment (CRM)
Comments
You can modify the support.js file to do whatever functionality you want.