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  Post #1 (permalink)   04-22-2013, 11:53 AM
HD Guru
shockym's Avatar
Join Date: Jan 2008
Posts: 694

Status: shockym is offline
I am sure this happens to others as well but a great pet peeve of mine is when a client wants to cross off numerous things and continues to open the same (old) ticket. It could be a ticket from over a year ago and I have this one client who just can not get past opening a new ticket up.
Please your clients & thank them from time to time.......they are just like groupies that keep the band going strong.

  Post #2 (permalink)   04-22-2013, 12:02 PM
HD Addicted
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Join Date: Dec 2008
Location: Brooklyn
Posts: 565

Status: IkY0294 is offline
When they reply to the old ticket / reopen it just let them know they can not do this anymore. You can open a new ticket for them from there or have them open it.
Who has the coffee pot?

  Post #3 (permalink)   04-22-2013, 12:41 PM
HD Master
Join Date: Mar 2013
Posts: 304

Status: bunnykins is offline
I have seen where some hosts do not allow you to open closed tickets. I am not sure if mine is that way as I always open a new one.
I use and for hosting my site

  Post #4 (permalink)   04-22-2013, 01:55 PM
HD Wizard
Join Date: Mar 2005
Location: Atlanta, GA
Posts: 2,264

Status: handsonhosting is offline
We've had this happen at various times. When that happens, we inform the client to open a new ticket, or we extract the data and create the new ticket for them - then close the old one.

We also request that our clients open a new ticket for each incident. I'd say that 99% of our clients love this process. We do get the odd stray one every now and then, but once informed of our process and why, they're more than happy to comply to it.
Emerson Nogueira
cPanel Web Hosting, Domain Registration, Managed VPS Servers

  Post #5 (permalink)   04-22-2013, 03:32 PM
HD Amateur
Join Date: Apr 2013
Posts: 79

Status: GCSolutions is offline
Opening a new ticket is the way to go.... and we are clear to state by opening a new ticket we can better keep track of issues. Which in the long run may help us in the future for any repeat issues that may occure.

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