When the agent resolves a ticket and marks it as resolved, an email arrives at the user, if the user is not satisfied with the response and wishes to open it again it is requested to reply to this email, but, if the mail of the ticket is answered in response never reopens or displays a message to reopen the ticket.
Additional when the ticket is open and the user sends an additional note to include inside the ticket nothing happens.
What would be the configuration so that the ticket reopens or shows the additions to the ticket in the thread of conversations.