Ticket Reopening Management in Help Desk

What it is

Admins on Service Hub Professional or Enterprise can now set what happens when a customer replies on a closed ticket. A configurable time window decides whether that reply reopens the original ticket or creates a new one, instead of every reply automatically reopening the closed ticket.

Why it matters

If you're on Service Hub Professional or Enterprise, this is worth setting up this week — indiscriminate reopening skews your SLA metrics and clutters queues with tickets that didn't need to come back. If you're not on those tiers, this doesn't touch your portal.