Hi, we have some problems with Zendesk. When zendesk customer mail to us and we reply, and our OSticket ticket change to "closed". after that ZD customer reply to us but ticket status doesn`t change to open. This happen only with ZD replyes. Have anybody solution for this ?

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Environment details? (see Admin panel -> Dashboard -> Information)

You're using a ticketing system to generate emails to a ticket system?

osTicket doesn't close tickets automatically.
Does your close status allow reopen?

5 days later

Hi! Here:

You're using a ticketing system to generate emails to a ticket system? Yes

osTicket doesn't close tickets automatically.
Does your close status allow reopen? Yes

Upgrade to current and see if the problem goes away.

    9 days later

    Not still open closed tickets from zendesk after update.
    Any ideas?

    12 days later

    Any help to this problem?

    Here is one answer from zendesk:
    Not any filter even react to this.

      6 months later

      It sounds like there may be an integration issue between Zendesk and OSticket, which is causing the status of the ticket to not update properly. One potential solution is to check the integration settings between the two systems to ensure they are set up correctly.

      Another solution is to manually update the ticket status in OSticket when a Zendesk customer replies. This can be done by assigning the ticket to an agent or by changing the status to "open" manually.

      You may also want to reach out to Zendesk support or OSticket support for assistance in resolving this issue. They may be able to provide more specific guidance or offer a solution to this problem.
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        6 months later

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