This weeks setting exploration is on Reopening a Request located in Admin ->Settings->Email Integration.
We found that many customers like to save request notification emails for months on end, which can be problematic if they respond to an old request with a new issue. Help Desk staffers end up wasting time researching historical information and manually creating new requests. So, this setting was developed to control how many days a reply will automatically cause the request to be reopened.
In most installations this will be set for 30 days. However, if normally your requests are wrapped up in 2-3 days moving this setting to 10 days may be more appropriate and decrease the number of re-opened requests. Some of our customers always want closed request to be reopened, which can be achieved by setting Days to zero (0).
