Hmm it does exactly what it's supposed to do. After inactivity of 480 minutes it gets unlocked. Why do you want to unlock a ticket when a client sends another e-mail? Maybe you are looking for pending status? To close a ticket if a client did not respond within 8 hours? Regards, Richard Jurgen de Wijs wrote:
When an agent has replied to a client with an e-mail message the ticket becomes locked.
We have set an unlock timeout of 480 minutes (8 hours) so that when a customer replies to a ticket that is locked it becomes unlocked.
The strange thing is that the ticket gets unlocked even if the client has not replied, i.e. there is no new message with this ticket. After the agent has written and sent his reply the ticket will be unlocked after 480 minutes unconditionally. This does not seem right.