Inbox & follow-ups·Beginner4 min read

Reopen a closed case

Three ways a closed case comes back to active — auto-reopen on inbound message, manual reopen button, or via Log customer response.

In this guide

Close a Case
Find closed work
Reopen manually
What happens when the customer replies
Common questions

A Case is closed when you mark it Won, Lost, or Closed. Closing removes it from the Active queue without deleting its conversation, internal notes, or history.

Close a Case

Choose Close case, record the outcome and optional notes, then confirm. Yesoma waits for the server to confirm before removing the Case from the Active queue.

If the Full Case or Inbox preview is open, it stays open after close. The visible status changes immediately and a persistent Closed · just now by you banner confirms that the screen is current. Use the confirmation message to choose Reopen or Back to Cases.

If your workspace automatically emails satisfaction surveys and the customer is eligible, the close dialog warns you before confirmation. Reopening cannot recall a survey that was already delivered.

Find closed work

The Inbox has two independent filter groups:

Ownership: Everyone, My cases, Unassigned
Queue: Active, Needs review, Closed

The groups combine, so My cases + Closed shows only closed Cases assigned to you. The Closed queue includes Won, Lost, and Cases closed without an outcome.

Reopen manually

Open a closed Case and choose Reopen case. The Case returns to Active as Needs reply, and its assignee is preserved. The closure and reopen remain recorded in Case history.

Managers, Admins, and Workspace Owners can reopen Cases. Reopening does not notify the customer and does not reverse payments, refunds, or a survey delivery.

What happens when the customer replies

The automatic behavior is based on when the reply arrives:

Before 72 hours after close: the same Case reopens with its assignment preserved.
At 72 hours or later: Yesoma creates a new Active Case linked to the closed one.

This rule applies to email, WhatsApp, SMS, website forms, and customer-portal replies. Read Auto-reopen returning customers for the complete behavior.

Common questions

I reopened by accident. Can I close it again? Yes. Close it again normally. The Case history records both transitions.

Can I keep reading or adding internal notes after close? Yes. The Full Case remains open, and its conversation, internal notes, and history stay available.

Where did a Won or Lost Case go? Won, Lost, and Closed are terminal states. Find all three under Queue → Closed, then combine with an Ownership filter if needed.

Will teammates see it leave the queue? Yes. Their Inbox receives the updated queue through the existing live refresh, with the visible-tab refresh as backup.