Ticket reopening management in Help Desk

What it is

<p>Admins define what happens when a reply comes in on a closed ticket. A configurable time window decides whether the original ticket reopens or a new one is created. Available for Email first, other channels to follow.</p>

Why it matters

<p>Every reply used to reopen a resolved ticket, which skews SLA metrics and fills queues with noise. Admins can now set rules so only the replies that matter get attention.</p>