# Reopen desk ticket when a user replies in a closed ticket

**URL:** <https://community.sendbird.com/t/reopen-desk-ticket-when-a-user-replies-in-a-closed-ticket/9224>\
**Category:** Sendbird Desk\
**Tags:** desk\
**Created:** [March 20, 2024, 1:29pm UTC](https://community.sendbird.com/t/reopen-desk-ticket-when-a-user-replies-in-a-closed-ticket/9224 "2024-03-20T13:29:04Z")\
**Posts on this page:** 5\
**Page:** 1

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**Author:** ![tpucci](https://sea2.discourse-cdn.com/flex020/user_avatar/community.sendbird.com/tpucci/32/4646_2.png) [@tpucci](https://community.sendbird.com/u/tpucci)\
**Post date:** [March 20, 2024, 1:29pm UTC](https://community.sendbird.com/t/reopen-desk-ticket-when-a-user-replies-in-a-closed-ticket/9224/1 "2024-03-20T13:29:04Z")

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Hello there 🙂

Is there any way to reopen a ticket when a customer send a message in a closed ticket ?

Cheers,

Thomas

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**Author:** ![Ian](https://sea2.discourse-cdn.com/flex020/user_avatar/community.sendbird.com/ian/32/2077_2.png) [@Ian](https://community.sendbird.com/u/Ian)\
**Post date:** [March 21, 2024, 4:06pm UTC](https://community.sendbird.com/t/reopen-desk-ticket-when-a-user-replies-in-a-closed-ticket/9224/2 "2024-03-21T16:06:11Z")

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Hello @tpucci,

The Sendbird Desk SDK does provide a method to reopen closed tickets. You would need to check the ticket status to determine if you need to call the reopen method. If you can provide the platform and SDK that you are working with, I’d be happy to provide you with documentation.

Please note that tickets that have been closed for more than 20 days cannot be reopened.

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**Author:** ![tpucci](https://sea2.discourse-cdn.com/flex020/user_avatar/community.sendbird.com/tpucci/32/4646_2.png) [@tpucci](https://community.sendbird.com/u/tpucci)\
**Post date:** [March 25, 2024, 10:50am UTC](https://community.sendbird.com/t/reopen-desk-ticket-when-a-user-replies-in-a-closed-ticket/9224/3 "2024-03-25T10:50:52Z")

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Hello @Ian

Thank you for your answer 🙂

We use the Flutter Chat SDK on the customer side.  
We use Sendbird Dashboard website on the agent side.

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**Author:** ![Ian](https://sea2.discourse-cdn.com/flex020/user_avatar/community.sendbird.com/ian/32/2077_2.png) [@Ian](https://community.sendbird.com/u/Ian)\
**Post date:** [March 26, 2024, 7:41pm UTC](https://community.sendbird.com/t/reopen-desk-ticket-when-a-user-replies-in-a-closed-ticket/9224/4 "2024-03-26T19:41:43Z")

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Hello @tpucci,

Sendbird Desk does not have a Flutter SDK. You would need to implement a backend call to use the [Platform API](https://sendbird.com/docs/desk/platform-api/v1/features/ticket#2-reopen-a-closed-ticket) to reopen a closed ticket.

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**Author:** ![tpucci](https://sea2.discourse-cdn.com/flex020/user_avatar/community.sendbird.com/tpucci/32/4646_2.png) [@tpucci](https://community.sendbird.com/u/tpucci)\
**Post date:** [April 2, 2024, 2:36pm UTC](https://community.sendbird.com/t/reopen-desk-ticket-when-a-user-replies-in-a-closed-ticket/9224/5 "2024-04-02T14:36:52Z")

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Hello  
Thank you for your answer.

I am not sure to understand.  
When a user sends a message in a group channel, how do I know which ticket is associated with that group channel and if it is open or closed ?  
Eventually, I would like to block the user. He should not be able to send a message to a closed ticket.