Reply to a closed ticket not including attachments

[Stacey Lee-Scott]

We have an automation set up to reopen closed tickets if there is a new comment on the ticket (i.e. a customer sends a reply email to the ticket thread). We are experiencing an issue where if a client includes an attachment with their reply to a closed ticket that the attachment is not added to the ticket. We do not have any issues with attachments being included at the time of creating a new ticket or an email reply that includes an attachment on an open ticket. 

[Philipp Sendek]

Hi @Stacey Lee-Scott ,

welcome to the community!

As the status of tickets is just a status, this alone should not block the attachment of files. The first idea that would come to mind is that there might be Workflow Properties in place that block certain actions in the Done/Closed status.

You could verify this by editing your workflow, clicking on the status lozenge and selecting "Properties".

Greetings
Philipp