[otrs] Incident closed when Forward from incident

Hello, In some of my incidents there is no Email reply short cut showing on the right hand side. Phone call is there only. I have not figured out the logic, the customer has an email. I try to do it on an email from the customer. Etc etc The only solution I used up o now whas to use the forward link to sent my reply, but I just noticed that that closes my incident :( And since I don't know how to re-open an incident, I'm stuck :-) So really 2 questions: 1) Whu does the email link not always show up 2) Is there a way to re-open an incident Thank you for your time Bas