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New Ticket created from User response
we recently decided to not allow users to reopen Tickets when they simply send a reply. Most of the time it's just a simply "Thanks".
So I edited the Ticket Status List for Resolved and Closed Tickets. Basically I uncheck the mark where it says allow Reopen Ticket from user Reply.
Everytime a User replies to a specific Ticket, osTicket doesn't add it to the original Ticket instead it creates a completely new ticket.
Looks like this:
We want Users to be able to reply if the want, but we dont't want the ticket to reopen nor do we want a new ticket created from that response.
Greatly appricate your help!