Please do follow the below steps to notify support reps when an unassigned request is updated or when a reply is received.
1. Download the configuration.json file, sendMail.py file, requestobj.json file from the below link:
2. Once downloaded, place them under the ManageEngine\SupportCenter\integration\custom_scripts directory.
3. Edit the configuration.json file and add the outgoing mail details and save the file.
Screenshot for reference:
4. Edit the sendMail.py file using Notepad and add the Support Rep email addresses to it.
5. Add a Custom Trigger similar to the Screenshot below.
Note: Please make sure the correct names are added as Criteria.
Post following these steps, when a Contact sends a reply to an unassigned request, the Support Rep should be able to receive notifications.
PS: Initially if you do not see the status change please try it in a private window.