Hi ​@retgef, Seán here from the Intercom engineering support team 👋 how are you doing today?

When a contact replies to a closed ticket via the email channel, the ticket does reopen, but no webhook is triggered for this action, this is a known product behaviour and not a bug. It has been discussed as a feature request but no more then that at the moment.

Did you know that you can also check if this feature has been recorded on our Product Wishlist in our Community? You can search and upvote existing requests or create new requests 🙌 Check out the quick guide on how the Product Wishlist works here. Note that you must be logged into the Intercom Community to access the Wishlist. You can log in with SSO or log in as a guest at the top right of the page.