Quick tipHow toService Hub

When a customer replies to a closed ticket

A time window decides: reopen, or new linked ticket.

Subscription
Service Hub; help desk features need a Service seat
Permissions
Help desk settings access
Time
3 min · Intermediate
Last verified

Short answer

HubSpot's KB: with a time frame, customer replies inside it reopen the original ticket and later replies create a new ticket linked to it. With Never reopen, replies always create a new linked ticket. A reopened ticket moves to the pipeline's first open status and Ticket reopen date updates.

1. Statuses

Ticket statuses in my demo portal.

Support Pipeline Configure tab with status names and the Open or closed column highlighted
Tabs (1), status names (2), and open or closed (3).

2. "Thanks!" replies

A short time frame stops thank-you replies from reopening old tickets.

3. Related

Ticket statuses.

Sources

New field notes by email

One email when a new article publishes.

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