You are not receiving any e-mail replies in the Ticket when the Ticket status is Closed.
Also, a new Ticket is not created when the customer replies on the Ticket with status Closed.
Reproducing the Issue
- Go to Service work center.
- Go to Tickets view.
- Open ticket 123(where 123 is the Ticket ID).
- Navigate to Interactions facet.
The customer has sent e-mails to Ticket 123 but they are not visible under Interactions.
Once the status of a Ticket is set to Closed then no changes can be done to it.
When an email is sent out it is sent with the subject [Ticket : 123].When the customer responds to it, the C4C system identifies the Ticket based on the Subject and then associates it with the existing Ticket.
Hence, a new Ticket cannot be created.
This is the expected system behavior.
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