customer mail reply reopen the ticket

[fpaganel]

Hi,
when a customer reply (by mail) to closed ticket the system otrs change the state in open and the ticket doesn't mantain the closed state.
How can avoid that?

Thanks in advance

Regards

[crythias]

Check your settings for the queue.

[fpaganel]

I found out the "Follow up Option" but if I set reject the customer can not reply to ticket in the web interface.
I would like that customers should be able to open a ticket closed in the web interface.

Thanks for your previous answer

Regards

[crythias]

I would like that customers should be able to open a ticket closed in the web interface.

Are you sure? Because you might just let them create a new ticket and your agent can merge or link to the old one.