Hello, In the default configuration, any outbound action contacting the customer will open the ticket. On Thu, Apr 2, 2020 at 5:54 PM Nick Bright wrote:

What conditions will transition a ticket from New to Open? Is it only an outbound phone call or outbound email? I know that a note doesn't, and an inbound email doesn't; but I thought an inbound phone call would transition the ticket state from New to Open if recorded by an agent.

If there's a relevant page in the documentation about this, a link would be helpful.

Thanks, -- --------------- Nick Bright - VICE PRESIDENT OF TECHNOLOGY

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