Last updated: September 16, 2026
Available with any of the following subscriptions, except where noted:
-
Service Hub
Professional, Enterprise
Ticket reopening settings determine what happens when a reply is received on a closed ticket. HubSpot automatically filters automated messages, while replies from customers either reopen the original ticket or create a new linked ticket based on your settings. This prevents automated replies, such as out-of-office messages, from reopening resolved tickets and affecting queues, SLA metrics, and help desk reporting.
Understand ticket reopening behaviour
When a reply is received on a closed ticket:
- If HubSpot identifies it as an automated message, the message is logged without reopening the ticket or creating a new one.
- If the reply is from a customer, HubSpot applies your configured ticket reopening settings:
- Replies received within the configured time frame reopen the original ticket, preserving its existing context.
- Replies received after the time frame create a new ticket linked to the original ticket.
Permissions required Service or Sales Access permissions are required to view, edit, and respond to tickets in help desk.
Please note:
- When a closed ticket is reopened, its status is set to the first Open status in its ticket pipeline (for example, New), and the Ticket reopen date property is updated.
- Ticket dates may be recalculated when a ticket is reopened, which can affect help desk reporting.
- New tickets created from replies received outside the reopening time frame are linked to the original ticket so previous context remains available.
Configure ticket reopening settings
To choose how customer replies to closed tickets are handled:
- In your HubSpot account, click the
settings icon in the top navigation bar. - In the left sidebar menu, navigate to Inbox & Help Desk > Help Desk.
- In the Ticket sources and routing section, click Ticket reopening.
- Select a ticket reopening option:
- Always reopen: all customer replies reopen the original ticket.
- Set a time frame: customer replies received within the selected time frame reopen the original ticket. Replies received after the time frame create a new ticket linked to the original.
- Never reopen: customer replies create a new ticket linked to the original ticket.
- If you selected Set a time frame, select how long closed tickets can be reopened.
