Reopen resolved ticket if/when end user replies

[mick.houghton]

HI Please tell me how I can have a resolved ticket reopened if the end user replies via email after ticket is marked as resolved then a notification to assignee/agent sent to notify?

[Evgeniy]

The default trigger which notifies assignees will work even if the ticket is closed. So the agent will be able to reopen the ticket when opened it:

But if you need to reopen the ticket automatically, you can add a custom trigger: