# Troubleshooting ticket reopening issues

**URL:** <https://community.hubspot.com/t/troubleshooting-ticket-reopening-issues/141698>\
**Category:** HubSpot Ideas\
**Tags:** help-desk, workflows, conversations-inbox\
**Created:** [October 28, 2025, 1:07pm UTC](https://community.hubspot.com/t/troubleshooting-ticket-reopening-issues/141698 "2025-10-28T13:07:51Z")\
**Posts on this page:** 1\
**Page:** 1

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**Author:** ![CarlosBalzaO](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/carlosbalzao/32/210745_2.png) [@CarlosBalzaO](https://community.hubspot.com/u/CarlosBalzaO)\
**Post date:** [October 28, 2025, 1:07pm UTC](https://community.hubspot.com/t/troubleshooting-ticket-reopening-issues/141698/1 "2025-10-28T13:07:51Z")

</div>

It would be very helpful if there was a customizable option where I could choose whether a contact’s email response to a ticket thread would reopen the ticket. That is, I could choose when the ticket should be opened and when not. Right now, when a customer responds to an email about a closed ticket, it is reopened, and not all of us are familiar with that ticket reopening model.