FollowUpTime

FollowUpTime gives service teams precise control over how long a closed ticket remains eligible for reopening through customer replies. By default, Znuny allows customers to reopen closed tickets indefinitely. This add-on introduces a configurable time window (seconds, minutes, hours, days, or weeks) globally and per queue. Once the window expires, further replies can be automatically rejected with an auto-response or used to create a new ticket, ensuring clean reporting and preventing old issues from resurfacing in current workflows. This ensures that legitimate late requests are still captured without disrupting the original ticket's history and metrics.