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Ticket Aging


#1

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


#2

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


#3

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


#4

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.