There is a default Observer rule in Freshdesk that will re-open tickets when the customer responds to tickets. Go to Admin>Observer> turn ON the rule "Automatically reopen tickets when the customer responds ".
Need to create a rule to reopen tickets when customer responds
Modified on: Tue, 18 Jun, 2024 at 4:57 PM
Did you find it helpful? Yes No
Can you please tell us how we can improve this article?