A ticket would be reopened when a requester responds to the ticket by default as there’s a workflow automator that is available under Admin-->Workflow automator. You can choose to disable the workflow automator named “Reopen tickets when the requester responds” so that there is no email that gets triggered to the agent when the requester reopens the ticket.
How do I prevent ticket reopened notification alerts from going to agents when the requester responds to a ticket?
Modified on: Thu, 7 May, 2020 at 4:13 PM
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