This is a real issue for us and Zendesk Support have advised there is no native solution!
- You receive a child ticket in your group.
- You realise you need more information from the requester so submit as pending.
- The requester replies from the side conversation in the parent ticket.
- Your child ticket doesn't reopen as the trigger can't support it.
- Result is you don't see it on your home page which is where most agents are working from.
This is a huge problem for us as it goes against standard practice of checking the home page for tickets requiring your attention, parent ticket holders end up sending reminders to child tickets and can't understand why there is no reply.
Please acknowledge and hopefully provide a fix?
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