### Problem A closed issues in service desk do not reopen when a new email comes in. For example see https://gitlab.com/kbychu-apps/service-desk-private-test/-/issues/2 ### Proposal For service desk issues, when a new reply from the original external user comes in, re-open the issue. ### Other considerations #### Resolution The resolution of the ticket is relevant whether or not this behavior is desirable. For example, users might want resolved, timed-out tickets to automatically reopen upon a new reply, but not duplicate or spam tickets. #### Customizable workflow/automation This proposal is essentially a type of automation. If we allow people to create/customize their own automation, this should be just a default automation. #### Ticket Status Zendesk distinguishes between solved ticket and closed tickets. Once a ticket is closed, it cannot be "reopened". See more in https://support.zendesk.com/hc/en-us/articles/4408832151834-Updating-and-solving-tickets ### Release notes You can configure GitLab to reopen closed issues when an external participant adds a new comment on an issue by email. This also adds an internal comment that mentions the assignees of the issue and creates to-do items for them. https://docs.gitlab.com/ee/user/project/service_desk/configure.html#reopen-issues-when-an-external-participant-comments