Reopen tickets on agent responses, if the agent is requester

We are an IT company and use Zendesk to provide Support for our products to our customers. All members of our company are agents (at least light agents) in Zendesk. But we also use Zendesk (same instance) internally for request to our IT department. For any request to our IT departments the agents act like an end user in the system.

Because of the current implementation of the system ticket rule responses from members of our company do not reopen a ticket, because they are agents in the system.
https://support.zendesk.com/hc/en-us/articles/4408825831962

We think, that using Zendesk for customer support as well as for internal requirements is interesting for many Zendesk customers and offers additional selling chances for Zendesk ;-). The ticket handling should work also in this case in the same way without additional triggers.

• What problem do you see this solving? (1-2 sentences) 

We had some cases, that issues remain unsolved. Members of our IT department didn't noticed the responses of the requesting colleagues, because the tickets were not reopened.

• When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

Can happen every day.

• Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

We plan to create a trigger as described in the article mentioned above.

• What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

For us the current implementation of the system rule doesn't make sense. System rule should include agent responses in the same way as end user responses for reopening tickets, if agent is the requester.