Customer able to re open a ticket after closing it by agent

Technical assistance
1
  • Used Zammad version: 5.1.x
  • Used Zammad installation type: package
  • Operating system: Debian 11
  • Browser + version: Firefox

Expected behavior:

  • Customer not able to open ticket after been closed by an agent

Actual behavior:

  • When an agent closes a ticket and the customer replies to the email, the ticket is reopened.

Steps to reproduce the behavior:

  • I don’t know where it is configured

I read this topic but I did not understand : Customer able to reopen a ticket after closing it by agent

can you help me ?

2

Zammad can’t just ignore the e-mail of the customer, it has to do something with it. You have two choices which you control in the settings of your groups: 1. reopen the ticket and add the e-mail to it 2. create a completely new ticket.
The setting is in each group:
grafik

Yes means ticket will be reopened.

3

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