If ticket was closed and we got a new email?

[Russ]

Hey guys, what will happen if ticket was closed by someone, then, customer sends a response, will it re-open a ticket or create a new one?

How to make it create a new one?

[victor]

If it is a Case entity, then a new case will be created automatically if the Email-to-Case option is enabled + the email that the client sends is NOT a response to an email from you whose Parent is an existing case.

[Russ]

Yes, Victor, thanks but my question about a different case.

We close ticket
We got a new email with old ticket subject
What is going to happen?

[victor]

You did not specify which entity you are talking about. Ticket - what kind of entity is it (custom or is it a Case entity) and why should it have the functionality you described, if you did not create this functionality beforehand using formulas, workflows or BPMns?

[Russ]

It is 'Case' entity, sorry, so when we get an email, we are creating it, great (email to case), but what if I will close the case and then, later, will get a new email about it, what will happen? Will it reopen? Or append to closed one?

[yuri]

Related: https://forum.espocrm.com/forum/gene...-import-e-mail