Customers
Reopen on reply
A customer reply to a resolved request can reopen it on its own.
- Open Settings, then Messages, then Nudges and messages.
- Turn on "Reopen when the customer replies". Choose Edit, then "Add a space".
- Choose the transition that reopens the request, and how many days after it was resolved this applies ("Only within").
- The reopen shows in History, with a link to the reply.
What you should see
An eligible customer reply reopens the request and appears in History.
If something is not right
The reply did not reopen the request. Check the space rule, age since resolution and whether the configured transition is still available.
Still stuck? See Troubleshooting, or write to [email protected].