Why does a ticket not get reopened when the requester (who is an agent) makes a reply to a Solved ticket?
This is expected behavior due to inborn ticket rules within Zendesk. Inborn ticket rules cannot be changed or reconfigured.
The rule concerning this case is if a ticket's status is set to Pending or Solved, and the ticket requester updates it, then the following will happen:
- If the ticket requester is an end-user, the status is automatically changed back to Open.
- If the ticket requester is an agent, the status is not automatically changed.
If you require the ticket to change its status back to Open, you can create a trigger to do this.