Right now, Intercom doesn’t automatically create a new ticket when a customer replies to a resolved one, since follow-up replies usually reopen the same ticket. But there’s a workaround you could try:

• Use a webhook or API automation: When a ticket’s status changes to “Resolved,” you can track that event through Intercom’s API or tools like Zapier.

• Create a rule that listens for any new inbound message from that same user after the ticket was resolved, and then automatically open a new ticket instead of reusing the old one.

• Include a custom tag or condition to ensure only messages coming after resolution trigger this action.

This setup gives you that “new ticket per follow-up” experience while keeping your support history clean and organized.

Hope this helps.