Hi,We have IMAP email fetching, and SMTP email sending set up on an email. When an email is sent, IMAP gets the email, and makes a ticket with no problem.The staff member can then close the ticket and reply to the email, no problem. However, when the ticket is closed, and the client replies, it will show to reply in the ticket, but it will remain closed.I've looked at other posts regarding this issue (i have seen a few suggestions, but none of them worked)Some information regarding my OSTicket:Operating system: windows server 2012osTicket Versionv1.10.1 (9ae093d) — Up to dateWeb Server SoftwareMicrosoft-IIS/8.5MySQL Version5.7.21PHP Version5.4.45Any help would be much appreciated. Thanks,Zac.