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