User Widget: What to do with closed threads

[tddewey]

Either closed threads should be prevented from showing up in the user widget or adding a new comment to a closed thread will re-open it. Or make there be no way to add a comment to a closed thread with a message to indicate it's closed.

Closed threads not showing up will prevent UI clutter but prevents people from being able to easily access their support history. Adding comments against a closed thread ensures that comment will never be seen.

[danielbachhuber]

@andrewspittle any opinions on this?

Zendesk's behavior is to allow closed threads to be reopened for a couple of days, and after that you create a followup ticket that references the original. I do think closed threads should be accessible through the user widget.

[andrewspittle]

I'd say put closed threads behind a "View closed conversations" or "View closed threads" link. Clicking that would then give a list of all past threads.

Then, any new comment on a closed thread re-opens it.