Right now my HelpSpot will hold onto the assignment of a trouble ticket if it’s re-opened either by the user or by help desk staff. I’d like to have re-opened tickets go into the Inbox instead of the queue of staff it was assigned to. I can’t see how to do this through automation rules. Can it be done?
There’s currently no way to do that. What you could do is keep an eye on it by creating a filter of all open requests ordered by date opened from oldest to newest (ascending). Typically the oldest ones will be reopened requests, though this will of course not be universally true.