Question

Reopen on reply does not work in the free version?

  • 3 March 2023
  • 1 reply
  • 30 views

I am struggling trying to figure out what is a bug, and what is just not available in the free version.   The canned email for resolved tickets in the free version states that the ticket will reopen on reply.   I tested this and it does not reopen the ticket.    So, is that a bug or just something that is not available in the free version?   

 


1 reply

Userlevel 5
Badge +5

Hi @bbehrendt 

 

Greetings from Freshworks Community!

 

The Automatically reopen when Customer responds feature is a Ticket Update Automation rule which is available from the Growth plan onwards: 

 

Since your Account is in the Free plan, this feature might not be available. You can learn more about the feature in this article: https://support.freshdesk.com/en/support/solutions/articles/226711-how-to-automatically-reopen-the-ticket-when-the-customer-responds  

 

You can also know more about the plans and pricing of Freshdesk using this link: https://www.freshworks.com/freshdesk/pricing/ 

 

I hope this helps.

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