Stop Reopening Cases


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Overview

If a case marked as closed receives an email update, the case is reopened. Since the existing case is reopened, no new case will be created.

This workflow (case reopening) cannot be restricted or overridden with customizations because it involves also backend components.

 


Information

This is by design and we have no plans to change it.

The goal behind this design is to make sure all customer inquiries are answered.