Reopen or Create a Follow-Up?
Smarter Case Reply Logic
Why automatically reopening closed cases is usually wrong, and how a simple time-based rule fixes it.
Key Outcomes
SLA & Resolution reporting
Routing to current agents
Zombie cases coming back
Our Role
Technical Architecture & Development
Technology Stack
The Default Rule is a Trap
The default 'auto-reopen' logic in many Salesforce orgs is a trap. It resurrects months-old cases, wrecks your metrics, and routes work to the wrong people.
A reply right after closure is usually a continuation.
A reply next week is usually a new issue.
Treating both the same is why teams end up with "zombie cases"—tickets that refuse to die, skewing SLA reports and confusing agents.
The Pattern: Decision Table
We replaced unconditional reopening with a strict time-based decision logic. This removes ambiguity for both the system and the agents.
| Scenario | Action |
|---|---|
| ≤ 3 Days since Closure | Reopen original case |
| > 3 Days since Closure | Create follow-up case + Link to original + Route |
| Case is Open | Do nothing (standard behavior) |
Why 3 Days?
Long enough to catch:
- • "I tried the fix and it didn't work"
- • "You forgot to answer this part"
- • "Thanks, but one more thing..."
Short enough to avoid:
- • reviving months-old context
- • reopening work that's mentally closed
- • polluting metrics with ancient history
Implementation Checklist
Implementing this requires a Record-Triggered Flow on the EmailMessage object.
Incoming = trueIsClosedNow() and ClosedDateParentId on new case & custom Follow_Up_Case__c on old caseWhen to Use (and When Not To)
Use this pattern if...
- You use Email-to-Case heavily
- Customer replies after closure are common
- SLA reporting accuracy is critical
- Case ownership frequently changes
Don't use it if...
- You intentionally keep long-running cases open
- You have low volume and reopening is harmless
- Your case categories require strict continuity (e.g. regulatory)
Why Create a Follow-Up Case?
Creating a new case for older replies gives you:
Unpolluted Metrics: Resolution time reflects the actual work, not a 3-month gap.
Active Routing: Work goes to currently active agents, not people who left last month.
Clear Ownership: New cases can be claimed by whoever is available now.
Context Preserved: Linking to the original case keeps the history accessible.
Final Thought
Good automation isn't about doing more automatically. It's about doing the right thing automatically.
Sometimes that means not reopening a case.