We need the system to have the ability to “hard close” tickets after a certain amount of time. We are finding that clients do not open a new ticket, they simply search their inbox and reply to a previous ticket. The subjects aren’t often the same either. It could be a technical support request to a previous billing email, sales email, or something else.
If we could hard close tickets, and have the system require them to open a new ticket for a new incident, it would be very helpful.