> For the complete documentation index, see [llms.txt](https://mava.gitbook.io/mava-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://mava.gitbook.io/mava-docs/ticket-behavior-and-settings/re-opening-resolved-tickets.md).

# Re-opening Resolved Tickets

Within the [Ticket Settings](https://dashboard.mava.app/dashboard/admin/ticket-settings) section of Mava, you have the option to allow your users to reopen resolved **Discord** tickets.

If this setting is ON, users will be able to re-open a resolved Discord ticket by sending a new message after it's been marked as resolved. If this setting is OFF, users will still be able to send a message in the resolved Discord ticket's thread, but it will not re-open on the Mava Dashboard — users will be prompted to create a new ticket instead.

<figure><img src="https://content.gitbook.com/content/Tebv3SzLbdQL5VOCHzvx/blobs/ULYzOLALllhMUk4quB3r/Screen%20Shot%202024-02-05%20at%2013.15.02.png" alt=""><figcaption></figcaption></figure>

This setting is OFF by default, and if users need to speak with the team on a resolved Discord ticket, they will be able to open a new ticket.

This setting is Discord-only. On Telegram and Web Chat, a resolved ticket always requires opening a new ticket to continue the conversation — there's no reopen-by-replying option for those channels. Email works differently again: a reply to a resolved ticket's thread re-threads onto that same ticket automatically, independent of this setting.