I think what Lee means, and I'm seeing this too, when the customer replies to an incident that has been closed, i.e. to say "hey, this shouldn't have been closed!", an email is sent out and it shows up on the activity list, but the incident remains closed.
In my mind the incident should be reopened to ensure it is followed up on, otherwise if the email is missed the customer may get frustrated.
Did we ever get an full answer to this one? It seems that if a customer responds via email to a closed incident, the system should reopen it. I did use a work around with a trigger to add a comment and change Priorities and such, but it seems like a feature gap here.
Thanks Brian for reviving this topic. In theory, triggers would be the best place to configure something like this, however we're missing a "Re-open" action to allow this to be set up (an oversight on our part).
We'll get something into an upcoming development sprint, and I'll post here once this addition is live.
Reviving this as I was about to post the same. I also would like to see tickets automatically re-opened and added to the dashboard. So often I have missed an email when a customer has replied. The ticket gets updated but stays hidden in closed tickets.
Please can you advise if this was ever implemented or the best way to do this via triggers easily for all services. Thanks.