Our team treats chats and tickets differently once closed, but both the Email and Messenger settings currently apply one shared rule to both types, so we can't configure them to match our actual workflow.
For chats, once closed we want them to stay closed - any reply, whether via Messenger or email, should route through our automation that converts it into a new ticket rather than reopening the original chat. This keeps chat volume clean and ensures the conversation gets proper ticket-level tracking, prioritization, and SLA handling instead of being buried as a reopened chat.
For tickets, the opposite is true: once a ticket is closed, we generally want customers to be able to reply and reopen it directly, since the underlying issue may still need follow-up work by the same team, and creating a brand-new ticket would fragment the history and context of that case.
Right now, because the setting doesn't distinguish between the two, we can't apply "prevent reopen, convert to new ticket" logic to chats without also affecting tickets in the same way (and vice versa). This forces us to either accept the wrong behavior for one type or manually catch and fix misrouted conversations - which is exactly the manual work we're trying to eliminate with our reopened-to-ticket automation. Splitting these into independent controls for chats and tickets (across both Messenger and Email) would let each conversation type follow the closure/reopen behavior that actually fits how our support and escalation process works.