We appreciate clients being able to re-open a ticket that has been closed by an agent when an agent has taken short cuts or not confirmed with clients - or if the same issue has re-occured in a recent or short period of time, but we have a major issue where customers keep just replying on their last ticket months later and Agents have to keep splitting tickets and wasting precious time closing older tickets in this process.
There must be a simpler solution to either;
a. place a time limit on being able to re-open tickets that are older then X days/weeks old or;
b. when splitting a ticket, confirm if the original ticket should be closed as part of the process.
This will then save both the client and agent precious time and focus in getting the right info and tasks in the right places.