Reopen Tickets - Does not appear in the list

[Steph]

Hello,

A priori, when a ticket is placed in "Resolved" and a customer responds to their ticket, it does not appear in the list of current tickets.

Is this normal? Is there a setting so that this ticket is reopened if it receives a response?

PS: I have the “Reopen Tickets” option which is activated

[Klemen]

When a customer responds to a resolved ticket, it indeed reopens it.

When you view such a ticket in the admin panel, what status does it have? Is that status selected in your "Show tickets" form when you go to the admin panel main page (Tickets)?

[Steph]

When you view such a ticket in the admin panel, what status does it have?

Its status remains to be resolved.

When you view such a ticket in the admin panel, what status does it have? Is that status selected in your "Show tickets" form when you go to the admin panel main page (Tickets)?

It does not appear on the "admin/admin_main.php" page

[Klemen]

The customer cannot reply to a resolved ticket (the reply form is hidden), so the ticket must be opened for the customer to reply.

So there are two options:

1. someone resolved the ticket after the customer replied (either customer or staff) - you can check that in the ticket history (view ticket in admin panel, find and expand "Ticket history" in the right-side column)

- or -

2. the ticket data is cached on the server-side (not in Hesk). If this is the case (can be verified by looking at the ticket status in the MySQL database), your hosting company will need to turn off any server-side caching mechanism for Hesk.

[Steph]

It was indeed a cache issue. Now it's OK.