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Disable closing cases by customers, alternatives?
Hi,
We're having problems with customers closing cases unintentionally. They respond to an open case by clicking on the "submit & close case" instead of "submit" from the online form. When this happens, the cases basically get closed prematurely and get lost in the NS system. From what I know, this button cannot be disabled for the customer.
Here's our current work-around but it's not ideal:
1) create a custom field "internal close"
2) a case is truly closed when it is closed in the standard NS field and in our "internal close" field, and we are the one to reply to the customer.
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