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Preventing Closed Tickets from Reopening Upon Customer Email Replies

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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.

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