Last updated: November 9, 2026
Available with any of the following subscriptions, except where noted:
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Service Hub
Professional, Enterprise
Ticket reopening settings determine what happens when a customer replies by email to 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 an existing thread 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.
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If the reply is from a customer, HubSpot applies your configured ticket reopening settings.
- If a time frame is set, it is counted from the last message in the conversation, not from the ticket closed date.
- An email reply within the time frame reopens the original ticket and keeps the existing conversation.
- Email replies received after the time frame can’t join the original conversation. HubSpot creates a new conversation and a new ticket, linked to the original.
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Ticket reopening settings don't apply to replies sent through the customer portal. Replies sent through the customer portal are added to the ticket’s existing conversation and reopen the ticket regardless of how long ago it was closed. To prevent customers from replying to closed tickets in the portal, turn off replies on closed tickets in your portal settings.
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 email 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: email replies reopen the original ticket, regardless of when they arrive.
- Set a time frame: email replies received within the selected time frame, counted from the last message in the conversation, reopen the original ticket. Later email replies create a new conversation and ticket, linked to the original.
- Never reopen: email replies start a new conversation and create a new ticket linked to the original.
- If you selected Set a time frame, select how long closed tickets can be reopened.
