We are using Side Conversation very often and sometimes customers are getting back to us after several months or even a one year.
Side Conversation is still available and Customers can reply on it, even if the ticket is in 'Closed' status.
Triggers to notify agents about new messages in Side Conversation in Closed tickets are not working. Follow-up tickets are not created.
Agents cannot go through all closed tickets to see if the new Side Conversation reply comes to any ticket and Customers are getting upset as they do not know even that Agent not read their message.
I think this should be somehow resolved: close Side Conversation or enable triggers on Side Conversation in ticket Closed status. We need to have the possibility to inform Customers that their message has been read and we get back to them, inform agent that new Side Conversation message arrived in closed ticket (but what if agent is not working anymore?) or inform Customer that he/she needs to open a new ticket as this ticket has been closed.