Not that I like to complain about polite users, but if I fix a problem while someone is out of the office, say on Friday night, and I update their ticket and close it, but they reply to say “Thank you!” on Monday or Tuesday, it reopens the ticket. I can re-close it (although the status is back to Active so I have to remember what it was before) but I can’t delete their extraneous info (a way to delete/edit post history for administrators would be great, if for nothing else than to fix spelling errors, which are driving me nuts!) or get the post close date back to where it was. So now the ticket shows up as being resolved in three or four days when it was resolved just fine the first time and the reply is not furthering the issue.
I know I could have the reply open a new ticket, but this makes things even harder to keep track of.
I know there are probably a few possible solutions to this, and I’m not sure which is the most elegant, but is something planned to help deal with this, for version 2 maybe? Maybe an “undo last action” function that gets rid of the thank you and/or closes and changes the status and close date back (or leaves the thank you there and resets the status and close date/time). I know that’s specific…and I just said there are multiple ways to handle it perhaps