Mark A Ticket Resolved, New Replies Create New Ticket

Question

My team and I are working on creating a workflow where users/leads can send us emails that convert to tickets and then once we mark those tickets as Resolved, any replies back from the customer on that email thread create a new ticket. Any thoughts on how to accomplish this?

Nur Nahid · Accepted Answer

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.

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