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Replies to Locked/Closed Cases
Currently we have our cases set to lock 15 days after they are closed.
A customer replies after the the 15 days the reply is attached to the case, but the case is not re-opened.
In some instances the customer is replying months later, when the original employee is no longer with the company.
Is it possible to have these emails either:
a. Create a new case
b. Notify the user that the case is closed and they should submit a new case
can we create a workflow? script? other? or is there a setting that can be turned on.
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