We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.

Generally, when someone replies to a forward, the reply will come in as a private note. This will not reopen the ticket. In order for it to reopen the ticket, go to Admin > Workflows > Automations > Ticket updates > Automatically reopen tickets when the customer responds and add a new event under 'Involves any of these events' as Note is added > any.

Once this event is added, the ticket status will change to Open whenever there are replies to a forward.