Associating contact to account in a closed ticket

Associating contact to account in a closed ticket

Hi All,
We do not have ZIA available to us in Australia so when a ticket is received from a new contact I have to go into the contact establish what company they are from and associate to that account.
There appears to have been a development pushed through recently whereby you have to select YES to updating this ticket and all future tickets lodged by this contact or NO only apply to future tickets.

My issue is this now only applies the change to tickets 3 months old under the OPEN or ON HOLD status' therefore not updating any closed tickets.

We have numerous reporting in place to provide customers and internal departments that use and sort via customer account information. I am manually auditing the tickets across all departments and associating contacts (often in the closed view), we need all tickets lodged by a contact that I am later associating to an account to be captured, is there any chance the small print on this change can be improved to include OPEN/ONHOLD and CLOSED?

Thank you.


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