Donald Clark-Charest

100% agree. I came here to post the exact same thing. It's not good UX practice as it's not the behaviour people expect from the icons. It even lead one of our agents to think that they weren't able to see particular views, because they had uncategorized views under a collapsed category, so the down arrow had them thinking that those views were part of the category.

I noticed that flagged messages do not reopen the ticket. I'm not exactly sure if this is intended. If so, is there a workaround to ensure they do open the ticket, perhaps with a trigger? I tried a few things without success. 

To clarify the scenario, we sometimes CC one of our many associates that don't use Zendesk. Sometimes these associates forwards the email to another email which they use to reply to us. It is essential that when we receive the reply that it reopens the ticket.