Ticket was not reopened with Group follow up settings

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• Used Zammad version: 6.3.1-1724757244.41b98ccb.noble
• Used Zammad installation type: package
• Operating system: Ubuntu 24.04
• Browser + version: Firefox latest

Expected behavior:

• The customer replied to a closed ticket via web, the status should change back to open

Actual behavior:

• The customer replied to the ticket, but the ticket status remained “closed successful” (custom state of type closed)
  
  

Steps to reproduce the behavior:

• Set the group settings as follows
  
  
• As agent set to “closed successful” (custom state of type closed as explained above)
• Customer replies to closed ticket
• Ticket remained closed

Here the history

08/19/2024
Customer
    created Ticket
    created Article
    updated Ticket Last contact '08/19/2024 9:39 am'
    updated Ticket Last contact (customer) '08/19/2024 9:39 am'
    updated Ticket Escalation at (First Response Time) '08/21/2024 12:09 pm'
    updated Ticket Escalation at '08/21/2024 12:09 pm'

Trigger: auto reply (on new tickets)

    created Article

08/19/2024
System

    email sent to 'cuseromer@email.com'

    notification Ticket 'agent@company.com(create:online,email)'
    notification Ticket 'agent@company.com(create:online,email)'
    notification Ticket 'owneragent@company.com(create:online,email)'
    notification Ticket 'agent@company.com(create:online,email)'

08/19/2024
Owner Agent
    created Article

08/19/2024
Owner Agent
    updated Ticket Owner from '-' → 'Owner Agent'
    updated Ticket last_owner_update_at '08/19/2024 9:49 am'
    updated Ticket Escalation at (First Response Time) '08/21/2024 12:09 pm' → '-'
    updated Ticket Escalation at '08/21/2024 12:09 pm' → '-'

08/19/2024
Owner Agent
    updated Ticket State from 'new' → 'pending reminder'
    updated Ticket last_owner_update_at '08/19/2024 9:49 am' → '-'
    updated Ticket Pending till '08/19/2024 5:00 pm'

08/19/2024
System

    notification Ticket 'owneragent@company.com(reminder_reached:online,email)'

08/20/2024
System

    notification Ticket 'owneragent@company.com(reminder_reached:online,email)'

08/21/2024
System

    notification Ticket 'owneragent@company.com(reminder_reached:online,email)'

08/22/2024
System

    notification Ticket 'owneragent@company.com(reminder_reached:online,email)'

08/23/2024
System

    notification Ticket 'owneragent@company.com(reminder_reached:online,email)'

08/23/2024
Owner Agent
    updated Ticket State from 'pending reminder' → 'closed successful'
    updated Ticket Closing time '08/23/2024 11:40 am'
    updated Ticket Last closing time '08/23/2024 11:40 am'
    updated Ticket Pending till '08/19/2024 5:00 pm' → '-'
    created Article

19 hours ago
Customer
    created Article
    notification Ticket 'owneragent@company.com(update:online,email)'

17 hours ago
Owner Agent
    updated Ticket State from 'closed successful' → 'open'
    updated Ticket last_owner_update_at '09/03/2024 3:49 pm'

11 minutes ago
Owner Agent
    updated Article internal from 'true' → 'false'
    updated Article internal from 'true' → 'false'

Any suggestion is really welcome.

Thanks,
Skip

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The status change is not something the system does because there is an incoming message in the web channel, but if the customer starts typing a note within the browser, the status is automatically changed to open in the top right.

So, if the administrator sets up a core workflow that denies a customer the possibility to change status from closed to open, the status change will not happen automatically if the web channel is used.

In short if an email is sent, the system receives an email, the status is changed by the system.
If the web channel is used by the customer, the customer must have permissions to change states.

To avoid a customer from changing states manually, set up a core workflow to make the status field read only when the ticket is in status closed.