Re-open closed log

Hi,

When we close a support log, and the contact emails back a reply after closure, the log is re-opened. i.e it's status changes from closed to open.

On a few occasions we have seen emails from closed logs appear, and not re-open the log. It seems fairly random. Has anyone else experienced this?

This is fairly important, as we could miss reply's to logs we consider closed.

Cheers
Simon