Email replies do not re-open a closed ticket anymore
We recently upgraded to 5.5.0 and love most of the changes and new features. However, one thing that I have noticed is when a user sends an email reply to a ticket that we have closed, it no longer re-opens the ticket. Is there a way to change this? There have been times when we thought that we had completed a ticket, and closed it, but the requester sends in additional info and we would like the ticket to automatically re-open. Now we have to search through old tickets & manually reopen it. The main problem is - we run the risk of "missing" the email and not reopening the ticket. Any advice?
Thanks!
Thanks!