Hi @HollyW00d -- Cam from the Intercom Support Engineering team here. 

This is expected behaviour when it comes to Tickets that are marked as a “Resolved” given this state is used to indicate the completion of work on the Ticket and thus stops-the-clock on the “Time to resolve” metric (as mentioned here) - at present there’s no check on the content of the customers reply message to see if they’re simply saying “Thanks”, asking about a seperate issue, or querying something related to the matter covered in the Ticket.

If you’re wanting the customers reply to move a “Resolved” Ticket back to the “In progress” state then you certainly can do this using a Workflow. Use the 'Customer sends any message' Workflow, filtered to apply only to Tickets in the 'Resolved' state, and add an action to change the ticket status to 'In Progress'. This way, when a customer replies to a resolved ticket, the workflow will automatically update its status.

Hope that helps! Let us know how you go 

Awesome thanks! 

​@Cam G. ​@Support - what am I missing? When I do the above workflow, ticket state is not an available action.

I want to be able to auto set a ticket that is new to be in progress when a team mate sends the first reply. 

I also want to be able to close the ticket when they close the conversation. 

I also tried this but as yom96 said, the action to change state is not available here

​@Henrik R ​@yom96 I was able to work around this by sending the “customer sends any message” to a reusable workflow.  So you need a reusable to set the ticket state, and then the “trigger” workflow if you will.

Thanks, will try that!

Hey ​@Cam G.,

I can’t get this workflow to work. It does not allow to change ticket’s state.

It is important for me to be able to instantly see if a customer replies to any existing ticket. Often the customers provide extra information, or have questions to my provided solution, or reuse old tickets to make new inquiries. I need to be able to see all these messages. Now I have to resort to either manually read through solved tickets to see if there are any updates on them, or do support through my mail.

Ideally the workflow should be “if a customer replies to an existing ticket, change ticket state to ‘submitted’”. Then I would be able to instantly see any new updates in an inbox view and give another state if needed.

Just create “when customer sends any message” and the rule that “Ticket state is resolved”. 
Pass it to a reusable workflow that set ticket status to “In progress” again. 

Thank you Henrik, your screenshots were very helpful.