Reopen on reply does not work in the free version?

  • 3 March 2023
  • 1 reply

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:  


You can also know more about the plans and pricing of Freshdesk using this link: 


I hope this helps.