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Ticket Aging


How do you get the ticket to stop aging after it is closed?


The age is just the date since it was originally opened, so if it’s reopened later it will show the original age.


Oh, I thought the purpose of the “age” would be to show how long the ticket was open before there was a resolution.


Ah, no it’s not setup to handle that exactly, though it often approximates it. Also the most common reason a request is reopened is because the customer sends in an email on an old request. You can prevent this by changing a setting in Admin->Settings->Email Integration which makes the system treat emails coming in after being closed for longer than X days as a new request.