Once your support staff closes a ticket, and a customer responds to the same ticket, there are now 3 ways to handle it.

Option 1: You can choose to keep the ticket closed, but just add the new update to it.

Option 2: You can automatically reopen the ticket to a specific status, if the reply came back within a specified time period.

Option 3: You can create a new ticket altogether, and leave the current ticket untouched (except, auto-relate it to the newly created ticket).

To configure this option, follow the steps below:

1. Login to the agent portal of your HappyFox account.

2. Go to Main Menu > Manage > Categories. 

3. Open the category > Edit Advanced Settings > Reopen Behavior

5. For option 2, select 'Reopen Ticket'. Pick the status to which a closed ticket is to be moved when a customer reply is received.

The  'Reopen ticket within' setting can be used if you don't want to reopen old tickets that your customers reply to now, but instead create new follow up tickets. You can specify the maximum number of days from closure, before which if a customer responds, the ticket will be reopened. Leaving this empty, will always reopen the closed ticket when a customer adds an update on it.

6. Set the 'Behavior when a ticket in completed status is updated by customers' option to 'Create a New ticket', if you want to create a new ticket every time a user responds to a ticket that is in completed status behavior.

Note: The newly created ticket will be auto-related to the existing ticket.

As this is a category level, you can choose to enable this option on categories your wish and leave the rest intact, depending on your help desk workflow.