I've seen this mentioned a few times before and *thought* that I had it right, but apparently do not. My intention is the same as the others, but I believe that my implementation must just be wrong. We have several 'statuses' for tickets. A ticket can be a new issue (not yet 'seen' by anyone), Open (being worked on), Customer Hold (waiting on something from the customer), Vendor Hold (waiting on something from the vendor), Closed with Survey (marked as resolved and a survey email is sent), Closed without Survey (marked as resolved an no survey email is sent), Billed (bill has been sent but not paid) and Paid (self explanatory). I have a rule (Admin CP -> Mail Parser -> Rules) that has 4 critera, all marked as 'or' that says if it's equal to closed (with or without survey), billed or paid and it stops processing additional rules. On the action tab, it's set to Pre Parse, a reply is set and the option Do not parse as Ticket Reply is set to yes. I just had a client reply to a ticket with a status of 'closed with survey' though and it changed the status to open rather than creating a new ticket. What did I do wrong?