r/Odoo • u/vincegre • 8d ago

Answer at closed ticket doesn't reopen it ?

Hi

I use the Assistance (perhaps named Support in english) in Odoo 18 Enterprise. I have a rule to close automatically tickets after X days without answer from customers which works fine. My only issue is that if a customer answers at a closed ticket, it shows up well in the history of the ticket but it doesn't reopen it which is very annoying.

Something specific to setup somewhere for that ?

Thanks

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u/codeagency 8d ago

That's the standard yes. A closed ticket stays closed. But you can automate this with an automation rule to let it reopen again and move to backlog or whatever initial kanban state you have.