We cannot get the "Reopen on email reply" to work.
The reply emails nicely get assigned to the correct ticket, but the tickets do not get reopened.
Reply emails are regular emails, they do not come from auto-responses.
So far, we've went to
Admin panel -> Manage -> Lists -> Ticket Statuses -> Items tab -> Closed and Resolve -> Properties
to un-check and check the option "Allow Reopen:
Allow tickets on this status to be reopened by end users"
And we've manually set the Reopen status to "Open"
Does anybody have an idea how to get this working?
Here are some screenshots of the status and the database