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 by simply responding to the original notification email. While useful in many scenarios, this can cause problems when old tickets resurface weeks or months later — cluttering agent queues, distorting SLA metrics, and reactivating outdated workflows. This add-on introduces a "Max Response Time" setting. Once a ticket is closed and the configured time window expires, any further customer replies will no longer reopen the ticket. Instead, the system can automatically send an auto-reject response to the customer or, if preferred, create a new ticket from the reply so that no request goes unanswered. The new ticket is automatically linked to the original closed ticket, ensuring that context is preserved while maintaining clean reporting for the new request.