Hi,

The new Blueprint in Desk is great, but really annoying when you have Resolution as a required field in a closed transition and a transition that re-opens the ticket as well.  Ideally, the Resolution field should be pre-populated with whatever is already in the Resolution field.

At the moment what happens a lot is I'll close off a ticket with a resolution, then the client will respond with something like 'Thanks!'.  Which is very nice of them but, of course, re-opens the ticket±  So I have to copy and the existing Resolution text before closing the ticket off again.

Mark