When an end-user (customer) replies to a ticket, BoldDesk automatically changes the ticket Status to Open by default. This behavior is controlled per ticket status using an Automatic reopen checkbox.

If you do not want a ticket to reopen when a customer replies, disable Automatic reopen for the relevant status.

What changes when you disable “Automatic reopen”

Default behavior (Automatic reopen enabled)

• Trigger: Customer replies to a ticket.
• Outcome: Ticket Status changes to Open automatically.

Customized behavior (Automatic reopen disabled)

• Trigger: Customer replies to a ticket.
• Outcome: Ticket Status does not automatically change to Open.
• Result: The ticket remains in its current status (the status for which Automatic reopen was disabled).

Configure automatic reopen for a ticket status

To prevent a ticket from being automatically reopened in response to a customer reply, do the following:

1. Go to Admin → Fields and Forms → Ticket Fields → Status.

   

2. Select the ticket status you want to control (for example, Closed, Solved, or Hold).

   

3. Click the Edit (pencil) icon for that status.

   

4. Under the end-user reply behavior, choose the correct option based on the status type:

   • For Pending and Hold statuses (for example, Waiting for Customer, On Hold, Solved):
     Clear (uncheck) On end user reply, ticket will automatically be set to open status.

     

   • For Closed statuses (for example, Closed):
     Under On End User Reply, select Do not perform any action on the ticket state.

     

5. Click Update to save the status changes.

Status eligibility rules (what you can and cannot change)

You can customize Automatic reopen for:

• All custom statuses
• Supported default statuses

You cannot customize Automatic reopen for these statuses:

• Open
• New

Learn more on How to customize or create a new ticket status.

Access permissions (role-based)

Editing the Status field values requires the role permission to Manage fields and forms.

If an agent role does not have Manage fields and forms, the agent cannot edit ticket status settings (including the Automatic reopen checkbox).

Learn more on How to manage roles and permissions.

Troubleshooting

“Automatic reopen” option is not visible or cannot be changed

• Confirm the ticket status is not Open or New (these statuses do not support this setting).
• Confirm the agent role includes Manage fields and forms permission.

Ticket still changes to Open after disabling “Automatic reopen”

• Confirm Automatic reopen was disabled for the ticket’s current status (the setting is controlled per status).
• Confirm the status change was saved successfully in the Status configuration screen.

Frequently Asked Questions

1. What is “Automatic reopen” in BoldDesk?
   Automatic reopen is a per‑status setting that controls what happens when an end user (customer) replies to a ticket. When it is enabled for a status, a customer reply automatically changes the ticket Status to Open.

2. How do I stop a ticket from reopening when a customer replies?
   Disable Automatic reopen for the ticket’s current status:

   • Go to Admin → Fields and Forms → Ticket Fields → Status.
   • Edit the relevant status (for example, Closed, Solved, or Hold).
   • Clear the end‑user reply behavior that reopens the ticket (checkbox or radio option).
   • Click Update.

3. Does disabling “Automatic reopen” apply to all ticket statuses automatically?
   No. The setting is controlled per status. If you want multiple statuses (for example, Closed and Hold) to remain unchanged when customers reply, you must disable Automatic reopen for each of those statuses individually.

4. Why can’t I see or change the “Automatic reopen” option for some statuses?
   There are two common reasons:

   • The status is Open or New, which do not support changing this behavior.
   • Your role does not include the Manage fields and forms permission, which is required to edit ticket status settings.