Looking for some support. I've automated Zendesk with our proprietary platform based on conditions met to fire an email to the requestor asking for certain pieces of information.

I have these emails sent to the requestor and also sent to the requestor/clients group within Zendesk so that we can capture they got notified. Because it's only for tracking and we don't need to touch the ticket I have the ticket set to auto solve. However when the requestor replies with the information we need I need for the ticket to reopen however the requestor is replying with the details we need ye the ticket stays in solved. Can you please help? Here is what I have created.

Meet ALL of the following conditions

Ticket is Created

Group is ___

Subject Text Contains the Following String____

Actions will occur

Status Solved

Thanks.