reopen ticket rules disallow reopening
ART-2012_KNOWLEDGE_NODE-28
say \xe2\x80\x9cI would like to add a terminal stage on my tickets\xe2\x80\x9d and we will get it done.\n\n  * If no terminal stage is set, tickets will reopen on new comments from customers if **Reopen Closed Tickets on customer message** is enabled in the [convergence snap-in](./converge). The tickets move to the _In Progress_ state by default.\n\n  * If you connected your support email address with DevRev, it is recommended that you enable the **Allow automations to send email** in your
Follow-up ticket | Automate | Snap-ins | DevRev
ART-4965_KNOWLEDGE_NODE-26
snap-in.\n\nConfiguration\n-------------\n\nIn the **Configuration Settings**, select the number of days (0 < x < 365) after which a closed ticket becomes immutable.\n\n[PreviousTicket issue field migrator](/docs/automations/ticket-issue-field-migrator)[NextTicket email notifier](/docs/automations/ticket-email-notifier)\n\n#### On this page\n\n* [Installation](#installation)\n* [Configuration](#configuration)\n\n[Enterprise grade security to protect customer data\n\nLearn more about
Ticket Immutability | Automate | Snap-ins | DevRev
ART-4965_KNOWLEDGE_NODE-24
[Snap-ins](/docs/snapins)\n[Automate](/docs/automate)\n[Ticket Immutability](/docs/automations/ticket-immutability)\n\nTicket Immutability\n===================\n\nThe [ticket immutability](https://marketplace.devrev.ai/followup) snap-in enables automatic enforcement of immutability on tickets. Once activated, tickets are marked as immutable after a defined number of days in a closed state\xe2\x80\x94excluding those in the "Accepted" stage. After this period, no further modifications are
Ticket Immutability | Automate | Snap-ins | DevRev
ART-2012_KNOWLEDGE_NODE-24
customer comments on permanently closed tickets. It allows you to configure the time after which a ticket stage should be marked as closed and creates a new follow-up ticket along with all the attachments and a custom message to let the customers know that the ticket is permanently closed automatically if required.\n\nFor more information, refer to the [Follow-up ticket snap-in](https://marketplace.devrev.ai/followup?) on the DevRev marketplace.\n\nLet\xe2\x80\x99s say your ticket has the
Follow-up ticket | Automate | Snap-ins | DevRev
ART-2012_KNOWLEDGE_NODE-25
following stages under the _Closed_ state: _Resolved_ , _Archived_ , _Accepted_ , _Canceled_. _Archived_ is the terminal stage. Now if a customer sends a new email or adds a new comment on the archived ticket from the customer portal, the archived ticket remains archived and a follow-up ticket is created. A message is added to the archived ticket automatically based on your configuration. The follow-up ticket will have the reference of the archived ticket in the first message so that your
Follow-up ticket | Automate | Snap-ins | DevRev
ART-2012_KNOWLEDGE_NODE-27
will be created, and the previous ticket stage will remain unchanged.\n\n## Prerequisities\n\n  * Before you install this snap-in, you need to set the **Stage** in closed state as a terminal stage or permanently closed stage. That is, once the ticket is moved to this stage, it cannot be reopened.\n\nNone of the default stages are terminal stages.\n\n  * To create a new terminal stage, contact DevRev via the PLuG widget (chat bubble) on the bottom left of your home screen of the DevRev app. Just
Follow-up ticket | Automate | Snap-ins | DevRev
ART-1979_KNOWLEDGE_NODE-60
tickets\n-----------------\n\nFollow up tickets allow support teams to seamlessly address unresolved issues, recurring problems, or additional concerns without losing context. By linking follow-up tickets to the original ticket(archived/immutable), teams can track ongoing issues more effectively, minimize duplicate work and enhance customer experience. A follow-up ticket is a new ticket that is created and linked when a customer responds in reference to an archived/immutable ticket. The
Tickets | Computer for Support Teams | DevRev
ART-2012_KNOWLEDGE_NODE-26
customer knows why a new ticket was created. The following fields are automatically set on the follow-up ticket based on the archived ticket:\n\n  * **Title**\n  * **Customer**\n  * **Reported By**\n  * **Tag** is_followup In addition, the tag has_followup is added to the archived ticket.\n\nIf the customer responds to a ticket in the terminal stage for the second time, their message will be added to that ticket and the **Needs response** toggle will be enabled. However, no follow-up tickets
Follow-up ticket | Automate | Snap-ins | DevRev
ART-13189_KNOWLEDGE_NODE-37
Experience\n\n  We have improved our follow-up ticket experience & enhancing the way immutable tickets handle new customer messages. This update focuses on reducing duplicated efforts and streamlining communication across different channels.\n\n  New Features:\n\n  + Unified Follow-Up Ticket Creation: Introduces the ability to automatically create and link follow-up tickets when a customer responds to an archived ticket across various communication channels.\n  + Configurable Follow-Up
March and April 2025 | Changelog | DevRev
ART-1979_KNOWLEDGE_NODE-61
following scenarios can lead to the creation of follow up ticket:\n\n* Customers communicated on an archived/immutable ticket from any channel such as email.\n* Customer communicated on a merged ticket and the primary ticket is also archived.\n\nAfter creation of a follow up ticket the customer messages will reflect only on the new followup ticket and the customer will continue to see response on the same thread in channels like email & slack. The user can continue responding on the new follow
Tickets | Computer for Support Teams | DevRev