We are running Servicedesk plus : 8.2 (8214) 

We have a problem, that when a request is closed, and a requester is is replying to the request from within the servicedesk application, the request will not get reopened.

The request will be reopened if requester is replying to the e-mail he has received from the system.

ex.

User get notification about his request is closed, user clicks the ( To see your request click here =>) link. 

From within application the user clicks "reply" and adds conversation to the request.

But then the request wont be reopened.

If user instead makes e-mail reply to notification, request is reopened without any problems.

Regards 

 René