Hi,

We have an issue where some tickets aren't re-opened when a customer replies, which is causing some frustration for both our helpdesk workers and the customers that get no response in turn.

It's not all requests that have the issue, and we've had no ability to recreate the issue during tests, even if it's an ongoing issue for us. The updates from the customers are added to the conversation as usual and working correctly, it's just the part of triggering the reopening that seems to have some issues.

The setting When the requester replies through E-mail / Portal to the closed requests. Perform the following: is set to ReOpen the request always. - and as mentioned it seems to work just fine for a majority of the tickets that customers try to reopen.

I've attached two files, one of a 'normal' case where the ticket gets reopened as intended, and one where the customer has mailed in multiple times without managing to trigger the reopening.

Any advice on the issue is appreciated.

//Z