Hi Team,
We are using osTicket v1.18.2.
Our email configuration is working correctly, and tickets are being created automatically when emails are received.
Current behavior:
A customer sends an email → a ticket is created.
The issue is resolved, and the ticket is closed.
If the customer replies to the same email thread, osTicket automatically reopens the closed ticket, even if the reply is received several days later.
Requirement
We would like to introduce a configurable time limit for reopening closed tickets.
For example:
If a reply is received within N days (e.g., 7 days) after the ticket is closed, the existing ticket should reopen.
If a reply is received after N days, the closed ticket should not reopen. Instead, osTicket should create a new ticket, while keeping the old ticket closed.
This would allow a new support cycle to begin for long-delayed customer responses instead of reopening an old, already-resolved ticket.
Example
01 Jul: Ticket #1001 created.
02 Jul: Ticket #1001 closed.
05 Jul: Customer replies → Ticket #1001 reopens (within configured period).
20 Jul: Customer replies again → Instead of reopening Ticket #1001, a new ticket should be created because the configured reopening period has expired.
Question
Is there any built-in configuration, plugin, or recommended approach in osTicket v1.18.2 to achieve this behavior? If not, what would be the best way to customize the email processing logic to support a configurable "reopen window"?
Any guidance would be greatly appreciated.
Thank you!
