Overview

By default, the ticket's status gets changed to Open only if a customer replies. This article provides the detail on why the Status of a Completed conversation doesn't get changed to Open when agents respond to the ticket and a workaround to apply for scenarios where the Agent/Admin would like to change this status on a ticket.

Information

For the status of conversations to be changed to Open from agent/admin users' replies, create a new trigger rule from Admin > Automation > Triggers using the conditions and actions provided below: