The closed-ticket email reply behavior setting controls how BoldDesk handles an inbound email reply from the requester after an agent has set the ticket Status as Closed.

By default, when the requester replies to the closed-ticket email thread, BoldDesk reopens the same ticket by changing the ticket status from Closed to Open.

If you do not want closed tickets to reopen automatically, you can change this setting so that BoldDesk either:

• creates a new follow-up ticket, or
• does not perform any action on the ticket state

This helps you control whether the requester’s reply should continue the original ticket or be handled separately.

Available Options for Closed-Ticket Email Replies

BoldDesk provides three options for handling requester email replies to closed tickets. The selected option determines whether BoldDesk reopens the original ticket, creates a new follow-up ticket, or leaves the ticket state unchanged.

Automatically change ticket status to Open

This is the default behavior. Use this option when you want the requester’s reply to continue the original ticket conversation.

What happens:

• The requester replies to a closed-ticket email thread.
• BoldDesk changes the ticket status from Closed to Open.
• The requester’s reply is added to the same ticket.
• The original ticket is reopened for further follow-up.

Create a new follow-up ticket

Use this option when you want the requester’s reply to be treated as a new issue instead of reopening the original closed ticket.

What happens:

• The requester replies to a closed-ticket email thread.
• BoldDesk creates a new ticket.
• The requester’s latest email reply is used as the Description of the new ticket.
• The original closed ticket remains Closed.

Do not perform any action on the ticket state

Use this option when you do not want BoldDesk to change the closed ticket after the requester replies.

What happens:

• The requester replies to a closed-ticket email thread.
• No ticket state change occurs.
• The original ticket remains Closed.
• The requester’s reply does not reopen the ticket.

How to Configure Closed-Ticket Email Reply Behavior

To configure how BoldDesk handles a requester’s email reply to a closed ticket, do the following:

1. Go to Admin > Ticket Fields.

2. In the Ticket Fields list, locate the Status field and click the Edit icon.

   

3. In the Dropdown Option Values page, locate the Closed status.

4. Click the More options icon for Closed, and then select Edit.

   
   

5. In the Edit Status panel for the Closed status, go to the On End User Reply section.

6. Select the required behavior:

   • Create a new follow-up ticket
   • Do not perform any action on the ticket state

   By default, Automatically change ticket status to open is used if no alternative option is selected.

7. Click Update to save the changes.

   

Frequently Asked Questions

1. What happens when a requester replies to a closed-ticket email thread?
   By default, BoldDesk reopens the same ticket by changing the ticket status from Closed to Open when the requester replies to a closed-ticket email thread.

2. Can I prevent closed tickets from reopening automatically when a requester replies by email?
   Yes. You can configure the On End User Reply behavior for the Closed status and choose either Create a new follow-up ticket or Do not perform any action on the ticket state.

3. When should I use the Create a new follow-up ticket option?
   Use Create a new follow-up ticket when you want the requester’s reply to be treated as a new issue instead of reopening the original closed ticket. BoldDesk creates a new ticket using the requester’s latest email reply as the ticket description, while the original ticket remains Closed.

4. What happens if I select Do not perform any action on the ticket state?
   When this option is selected, BoldDesk does not reopen the closed ticket or create a new ticket when the requester replies to the closed-ticket email thread. The original ticket remains Closed.

5. Where can I configure closed-ticket email reply behavior?
   Go to Admin → Ticket Fields, edit the Status field, open the Closed status, and configure the required option under the On End User Reply section. Then click Update to save the changes.