Can we get confirmation on what makes a ticket status change from resolved? Is it a reply from the ticket owner, or from anyone in a ticket chain? Are there other ways for a resolved ticket to automatically change status due to activity?
Anytime anyone responds to the ticket via email, it should change to the Customer Reply status, as long as you haven’t set the feature in Admin to open a new ticket after x amount of days. The response doesn’t have to come from anyone previously in the chain, if it was forwarded to them and they responded, then it would be seen as a response. Other than a Ticket Automation, manual change, or email response, I am not aware of any other way for the ticket status to change. Whenever you invoiced the ticket, it used to change the ticket to the Invoiced status, but they fixed that.