We are running into an issue where tickets are closed but then later down the road, the end user replies and this reopens the ticket. Sometimes this is useful but mostly not. An issue we have is that if a ticket is due in one day... and the ticket gets closed within that one day... then the user replies two days later... which reopens the ticket, but the system sees the original due date was the day before so it immediately sees this as overdue... so the system marks it for violation and emails our leads saying a tech went past due on a ticket when they closed it properly. Now we have extra violation emails flying around and our reports show violations.
We propose two options to choose from to handle this:
1) After a ticket is closed, a user reply emails the assigned tech or team but does not reopen the ticket. Once the tech reads the email, they can choose to manually reopen the ticket with a later due date or leave it closed.
2) After a ticket is closed, a user reply reopens the ticket but the SLA clock resets so that the due date treats the ticket as if it is brand new.
Both cases need a way to push back the due date on a reopen.