How to close and reopen a ticket
Last updated October 7, 2026
Overview
Close a ticket when the customer's request is resolved. Closed tickets move to the "Archived" view, where you can find them and reopen them if the conversation needs to continue.
Key Features
- Close from the ticket: Change the status to "Closed" when you're done.
- Archived view: Find every closed ticket in the "Archived" view.
- Keyboard shortcut: Press "E" in the status menu to select "Closed".
- Reopen with a reply: Reply to a closed ticket and click "Re-open & Send" to send your message and reopen it in one step.
- Reopen from the status: Change the status back to "Open" without replying.
How to close a ticket
- In the inbox, click the ticket to open it.
- In the side pane, click "Status".
- Select "Closed", or press "E".
The ticket moves to the "Archived" view.
How to reopen a ticket
- In the inbox, open the "Archived" view and click the ticket.
- Choose how to reopen it:
- With a reply: Click "Reply", write your message and click "Re-open & Send". The button shows the ticket's channel, for example "Re-open & Send via Slack Connect".
- Without replying: In the side pane, click "Status" and select "Open".
The status changes to "Open" and the ticket is back in your active inbox.
FAQs & Troubleshooting
Should I close the ticket or set it to Pending?
Set it to "Pending" when you are waiting for the customer or someone else. Close it only when the request is resolved.
Where do I find a ticket I closed?
Open the "Archived" view in the inbox.
Can I reply to a closed ticket?
Yes. Your reply reopens the ticket when you click "Re-open & Send".
What happens when a customer replies to a closed ticket?
It depends on the channel:
- Chat: Replies to closed tickets are off by default. Admins can turn them on in "App Configuration > Channels > Chat" .
- SMS: A reply creates a new ticket by default. Admins can set it to reopen the last ticket in "App Configuration > Channels > SMS" .
- Email: A reply in the same thread goes to the original ticket. A new email may create a new ticket.
Was this article helpful?