Copy-paste email template explicitly inviting a customer to reopen an old ticket if anything came back.
Hi {{first_name}},
Closed this back in {{close_date}} after we resolved {{issue_summary}}. Just got a notification that you mentioned the same area again, want to reopen?
Reply here and I'll pick it back up. No need to re-explain the original context; I have it.
{{agent_name}}Related templates