Good Day,

If a Requester is answering with an e-mail to a closed request, we are currently using the option "Append the reply as conversation to the request and notify technician." However, the Notification for the technician is very small and often is overlooked. If we use the option "ReOpen the request always.", the technician is forced to go through the whole Life Cycle of the ticket again. If we use the Notification Rule "Alert(or Notify) technician by e-mail when there is a new reply for the request. ", the technician gets informed about responses to open tickets as well. All three options have their downsides for us. Great would be an option to only send an e-mail to the technician when there is a new reply for a closed request. Another great option would be to be able to configure the state of the life cycle to which a closed request should return when there is a new reply in order that the technicians are not forced to do the whole life cycle again. Or are there any other options already implemented to achieve something like this?

Thank you very much for the help!