Ticket WorkflowUpdated a year ago

When you initially receive a ticket in Gorgias, it'll always be open by default. Then, when an agent responds to a ticket, they should usually either close it (Send & Close) or snooze it (Send, then set the snooze timer). Both of those options will close the ticket. 

Since you can configure your Views to either show you only open or only closed tickets, you can always know how many customers waiting for a new reply you have.

When your customer writes back to you in a previously closed ticket, it'll automatically reopen - just like a snoozed ticket once the snooze time has passed.