Ticket reopened but not reopened?!

This support ticket is created 4 years, 11 months ago. There's a good chance that you are reading advice that it now obsolete.

This is the technical support forum for Toolset - a suite of plugins for developing WordPress sites without writing PHP.

Everyone can read this forum, but only Toolset clients can post in it. Toolset support works 6 days per week, 19 hours per day.

Our next available supporter will start replying to tickets in about 0.72 hours from now. Thank you for your understanding.

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Tagged: Types plugin

This topic contains 2 replies, has 2 voices.

Last updated by logicelf 4 years, 11 months ago.

Assisted by: Waqar.

Author

Posts

December 19, 2019 at 7:36 am #1415845

logicelf

Hi,

I opened a ticket:

https://toolset.com/forums/topic/post-type-archive-link/

Waqar helped me with it; it appeared resolved; I marked it resolved.

Turns out the issue wasn't resolved. I visited the ticket; it allowed me to reopen it:

"This thread is marked as resolved. Support staff may not reply to more posts. If you have resolved this ticket by mistake, you can still re-open below within 12 hours. Otherwise if this option is no longer available, please start a new thread."

The text box and 'submit button were available, so I reopened it and updated it.

I now receive an automated email saying:

"Thank you for allowing me to help you with your support ticket. You should know that now that this ticket is resolved, I will not receive notifications about messages in this ticket.

I hope that everything is working well for you. I understand how important accurate support and stable plugins are for you.

If you need more help, please go to Toolset support and open a new ticket."

So ... is it reopened, or not? Does the supporter seriously not get any more notifications? This is very ambiguous/confusing, and the fact that I've had to open another ticket just to ask this is quite strange.

Can you please clarify?

Thanks.

December 19, 2019 at 8:16 am #1415893

Waqar

Hi,

Thank you for contacting us and for sharing your concern.

As you noted from the notification on that ticket, an already resolved ticket can only be re-opened by the customer within 12 hours. After that, it can be opened only by the support team.

The text field and the submit button that you saw and used is available to all customers to use so that they can add any follow-up comments, but it doesn't re-open the ticket.

The assigned and subscribed supporters do get an email notification for a comment on a resolved ticket, but it doesn't appear in the follow-up list the same as other open and assigned ticket. Hence a warning email is sent, suggesting to start a new ticket.

I hope this clarifies and for future reference, it would be best to start a new ticket in such a situation and just mention that it is related to the previous ticket and include that ticket's link. This way, the next available supporter will be able to respond in an efficient and timely manner, knowing the backstory.

regards,
Waqar

December 19, 2019 at 10:26 am #1416075

logicelf

Thanks Waqar - may I suggest that this part of the UI be reworded a bit for clarity?

James