Replying to Closed Tickets via Email

The way in which Email Support handles an email in reply to a ticket that is currently closed depends on how you have configured the core KBS settings.

The Tickets tab within Tickets -> Settings, you can specify whether or not a closed ticket can have a reply appended to it by toggling the Re-open Tickets? setting option. If enabled, customers can add a reply to a closed ticket and in doing so, the ticket will be re-opened.

When the Email Support extension, processes and email and identifies that the email is in reply to an already closed ticket, it refers to this setting to determine how to continue.

If Re-open Tickets is enabled, Email Support will re-open the ticket and add the reply. However, if Re-open Tickets is not enabled, Email Support will stop processing the reply and place it into the Unassigned Emails folder.