Question: How do we re-open closed ticket when the ticket contact replies to it?
Answer: When a ticket is marked completed, you can no longer edit it unless you reopen it.
Re-opening a ticket can be done in two ways in the UI.
1. Re-open manually -
Navigate to Service Desk > Tickets, Open a completed ticket and hit re-open.
2. Configure a workflow to do this for you.
Create a new workflow and use or customize the parameters as follows :
Activity Added By: Anyone/Clients
Conditions tab - Status: "IN" - "Closed or Completed" ( The field used for closure in your Service desk settings)
Updates tab - Change status to Open or whatever status you would like the re-opened the ticket to use.
Notification - You can specify what queues or who will be receiving this re-open notification via Notifications tab.