Various Methods to Reopen a Ticket in BoldDesk
This article explains how tickets can be reopened in BoldDesk, including automatic reopening via user reply, reopening through automation, and programmatically via API.
1. Reopen Tickets Automatically 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 current status.
To enable this:
- Go to Admin > Ticket Settings > Ticket Status Behavior.
- Under Ticket State on End-User Reply, configure the desired behavior.
- Make sure that for all applicable statuses (e.g., Waitinng for customer, Closed, Solved, or any custom statuses), the system is set to change the ticket status to “Open” when the end user replies.
This ensures tickets are automatically reopened regardless of their previous status when a reply is added—helping agents stay on top of continued conversations. However, please note that the ticket will not revert to the “New” status.
When a ticket is in the Closed status and a reply is received, we provide multiple options to handle it based on your preference:
- Automatically change the ticket status to open
- Create a new follow-up ticket
- Do not perform any action on the ticket state
To learn more about customization available for closing tickets, refer this article.
2. Reopen Tickets Using Automation Rules
You can configure an update trigger automation rule to change the status of a ticket to “Open” when a requester adds a comment—regardless of whether the ticket is in Closed, Resolved, or any custom status.
Steps:
- Navigate to Admin > Automation > Ticket Update Trigger.(This is where all update trigger automations are managed.)
- Click “Add Rule” to create a new Update Trigger Automation Rule.
- For example: Configure the rule as shown in the screenshot below:
Note: While this example uses the Update Trigger, you can also use other trigger types like Create Trigger or Time Trigger to change the status of a ticket to Open from any other status—based on your workflow needs.
For example:
Create Trigger: Automatically set status to Open when a ticket is created with specific properties.
To learn more about update ticket triggers, refer this article
3. Reopen Tickets Programmatically Using the API
You can update the ticket status using our Developer API by setting the status ID to represent the “Open” status.
Please find the API documentation and a sample curl command below for your reference:
API Documentation: https://developer.bolddesk.com/api#tag/Tickets/operation/tickets#edit-tickets
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.
