Yes, Cayzu gives you the option to choose how to handle when a user replies to an existing ticket that is marked as resolved. 

You can choose to have Cayzu automatically re-open up the closed ticket or force the system to automatically create a NEW ticket instead.  By default, Cayzu is set up to "automatically re-open closed ticket when a user replies to a closed ticket", which means the existing ticket will be re-opened.

To change this setting:

1.Log in to your Cayzu Help Desk portal with an administrative account

2.Click Admin (left menu) 

3.Click Ticket Settings 

4.Toggle this option, OFF, to force the system to create a NEW ticket instead of re-opening up the existing ticket: "Automatically re-open tickets when a customer responds to a closed ticket"

5.Toggle this option, ON, to force the system to re-open an existing resolved ticket: 

Want more information on Cayzu Help Desk.  Visit www.cayzu.com