This article outlines a step-by-step process for configuring your ticketing system to prevent closed tickets from reopening when a customer replies to an email acknowledging the ticket’s closure.

By default, when a ticket is marked as closed and the requester sends a response, the status automatically changes to open. However, you can adjust these settings according to your needs to:

1. Create a new follow-up ticket

   • A new ticket will be generated using the customer’s latest response as its description, allowing you to continue the follow-up through this newly created ticket.

2. Do not perform any action on the ticket state

   • The ticket status remains unchanged, and the customer’s reply will not affect the ticket’s condition.