Question:
A user replied to a resolved ticket, and got an automatic rejection email from the helpdesk:
Your reply was not accepted because your ticket has already been marked as resolved. Our agents will not read or reply to this message.
If you would like to create a brand new ticket you can send a new email to support@example.com
Why was this sent? Can I have the helpdesk re-open the ticket instead?
Answer:
The way the helpdesk responds to an email about a resolved ticket depends on the user's permissions.
You can find these settings under Admin > CRM > Usergroups. Then under each user group you can specify how long you would like users to be able to reply to resolved tickets, and what you would like to happen when someone replies.
Recovering a Rejected Reply
If a user's reply has been rejected, you can reprocess the email to add it to the original ticket.
Open the original ticket and change its status from Resolved to an open status.
Go to Admin > Channels > Email > Incoming Log.
Find the rejected email and select Reprocess.
The reply should then be added to the reopened ticket.
Please note that reprocessing checks the ticket status and the user's permissions again. If the ticket is still resolved and the user's permissions haven't changed, the email may be rejected again, and the user will receive another rejection email.
Changing How Future Replies Are Handled
To change what happens when users reply to resolved tickets, go to Admin > CRM > Usergroups > Permissions.
You can extend the time limit for reopening resolved tickets, which is calculated from the date the ticket was resolved.
Alternatively, you can set When email reply is received after time limit to Create a new ticket. With this setting, replies received after the time limit will create a new ticket rather than being added to the original.
If a user belongs to multiple usergroups, check the permissions for each one, including Everyone and Registered.