@[deleted]The agent gets the email alert indicating that the user has appended a message to the ticket, and my templates include that message. The user does not get an email indicating that the ticket has been reopened, but we also do not use auto response to indicate to the user that the ticket was open when it is first created. Prior to upgrading to 1.10, there use to be 2 emails we would get indicating that a user had replied to a closed ticket causing it to reopen. The first indicating that the ticket status had changed from closed to open, and a second indicating that the message had been appended to the ticket and that message. (I do not miss the second email indicating just that its status had changed from closed to open, and perhaps its a setting that I just haven't gone looking for yet that we could turn back on if we really wanted it)