Drop agent atrribute When New ticket if customer replies to resolved ticket after X days


When this setting is enabled a new ticket is created, but it mirrors all the settings of the old ticket, including agent assignment. The problem is sometimes customers will just find an old email and respond to open a new ticket. Instead of showing up as new unassigned, the old ticket reopens, and the only person who sees it is the original agent on the ticket. I would like a check box option that opens the new ticket as unassigned.

I’ve got an open request to just close a ticket after a configurable amount of time no matter what. We have this problem all the time where the chat is accidently left open, and no one see the chat because maybe that tech isn’t working that day. It’s a major problem.