Managing ongoing conversations effectively is crucial for customer satisfaction. In BoldDesk, you can reopen tickets using three flexible methods:

• Automatically on end-user reply
• Through automation rules
• Programmatically via API

These options help ensure that no customer query is missed and streamline your support workflow.

1. Automatically Reopen Tickets on End-User Reply

When a requester replies to a ticket, you can configure BoldDesk to automatically reopen the ticket by setting its status to Open, regardless of its previous status.

This approach reduces manual work and ensures continued conversations are not overlooked.

Steps to Enable Automatic Reopening

1. Navigate to Admin > Ticket Settings > Ticket Status Behavior.

2. Under Ticket State on End-User Reply, configure the desired behavior.

3. For all applicable statuses (e.g., Waiting for Customer, Closed, Solved, or custom statuses), set the system to change the ticket status to Open when the end user replies.

   

When a ticket is in Closed status and a reply is received, you can choose:

• Automatically change the ticket status to open
• Create a new follow-up ticket
• Do not perform any action on the ticket state

Learn more on How to Customize or Create a New Ticket Status.

2. Reopen Tickets Using Automation Rules

Automation rules allow you to reopen tickets based on specific triggers, such as when a requester adds a comment.

Ideal for teams that need advanced control over ticket reopening based on workflow conditions.

Steps to Configure an Update Trigger Rule

1. Go to Admin > Automation > Ticket Update Trigger.

2. Click Add Rule to create a new update trigger automation.

3. Configure the rule as shown in the example below:

   

Learn more about How to Run an Automation When a Ticket Event Occurs in BoldDesk?.

3. Reopen Tickets Programmatically Using the API

You can update the ticket status programmatically using the BoldDesk Developer API by setting the statusId to represent the Open status.

Please find the API documentation and a sample curl command below for your reference:

API Documentation: Edit ticket.

Sample cURL Command:

curl -X 'PUT' \
 'https://{yourdomain}/api/v1/tickets/{ticketId}/update_fields?skipDependencyValidation=true' \
 -H 'accept: text/plain' \
 -H 'x-api-key: {yourapikey}' \
 -H 'Content-Type: application/json' \
 -d '{
 "fields": {
   "statusId": "2"
 }
}' 

Replace:

• {yourdomain} with your BoldDesk domain.
• {ticketId} with the actual ticket ID.
• {yourapikey} with your valid API key.
• “2” with your actual Open status ID.

Frequently Asked Questions

1. What are the different ways to reopen tickets in BoldDesk?
   You can reopen tickets using three methods:

   • Automatically when an end-user replies
   • Through automation rules
   • Programmatically via the API

2. Can I choose what happens when a closed ticket receives a reply?
   Yes. You can:

   • Automatically change the ticket status to open
   • Create a new follow-up ticket
   • Do not perform any action on the ticket state

3. How do automation rules help in reopening tickets?
   Automation rules allow you to reopen tickets based on specific triggers, such as when a requester adds a comment. This is useful for teams that need advanced control over ticket reopening.

4. How do I set up an automation rule to reopen tickets?
   Go to Admin > Automation > Ticket Update Trigger, click Add Rule, and configure conditions and actions to change the ticket status to Open when the trigger occurs.

5. Can I reopen tickets using the BoldDesk API?
   Yes. You can update the ticket status programmatically by sending a PUT request to the BoldDesk API and setting the statusId to the ID representing the Open status.

6. Where can I find the API documentation for updating ticket status?
   Learn more on BoldDesk API Documentation.

7. Why didn’t a custom Hold-category status automatically change to Open after a reply was added?
   The “On end-user reply, ticket status will automatically change to Open” setting changes the ticket from the custom Hold-category status to Open only when BoldDesk recognizes the reply as an end-user reply. An end-user reply must be submitted by the ticket requester or another user classified as an end user/contact CC’d. The setting is not triggered when BoldDesk identifies the response as an agent reply. The following responses are treated as agent replies and will not change the ticket status to Open:

   • An agent submits a reply through the Agent Portal.
   • An agent who is CC’d on the ticket submits a reply through the Agent Portal.
   • An agent who is CC’d on the ticket submits a reply through the Customer Portal.

   BoldDesk identifies the responder by their user type, not only by the portal used to submit the reply. Therefore, a CC’d agent’s reply through the Customer Portal is still treated as an agent reply. The ticket remains in the custom Hold-category status.

Related Articles

1. How to Generate a BoldDesk API Key?
2. How to Customize or Create a New Ticket Status