Tickets FAQ's Follow

Can you edit a ticket priority field?

• No, you can’t edit the ticket priority field. They can be used with default values only. If you need further priorities, then you can create and use a custom field.

Can you delete a reply on the ticket? If yes, is there any specific permission for it?

• Yes, there is permission for deleting replies on a ticket, similar to chat. You can delete a reply from the ticket, and it does not affect the notifications that are sent.

How to Prevent Replies on Closed Tickets?

To Prevent Replies on Closed Tickets,

• Navigate to the Profile Icon on the top right corner
• Click on the Set Up
• Head over to the Tickets Module

• Under Setup section head to the Inbound Settings
• Here configure the following options
  • Prevent Replies to the Closed Tickets: Enable this option to allow replies on a closed ticket, to reopen it immediately, or after some delay.
  • Delay Period: Set delay period after which replies are not accepted. Ticket won't reopen if customers reply after