Can I re-open a closed or resolved ticket?

Yes, closed or resolved tickets can be re-opened:

By agents/admins:

• Open the ticket > Change status from Closed/Resolved back to Open
  
  .

• When a customer replies to a Closed or Resolved ticket via email, the ticket automatically re-opens.

What happens on re-open:

1. Ticket status changes to Open
2. SLA timer may restart (depending on your SLA configuration).
3. Assigned agent is notified
4. Activity is logged in ticket history

Tip: If you want to prevent customers from re-opening very old tickets, consider setting up an auto-response rule explaining they should create a new ticket instead.