Hello Kristyna,

This should be handled by tweaking the default Observer rule. You can navigate to Admin -> Observer rules section and choose the rule "Automatically re-open tickets when the customer responds" . By default, this rule checks for the condition whether the ticket is not in the OPEN status when there is a response coming in.

For your case, you can remove this condition so that irrespective of the status, the reply would trigger an email notification to the agents.

Cheers!

Thanks! I updated the Observer rule as You advised so it should be ok now.

Kristýna

Hello,

I set up the Observer rule as You suggested but that actually didn't solve our problems - the problem is that the time of the latest reply (that we see when we filter the tickets) doesn't change after:

a/ client replies for a second time in a row (without our agent's answer in between)

b/ the requester's e-mail changes due to forwarding the e-mail on the client's side (so FreshDesk doesn't notice requester change)

Changing the Observer rule simply sends a new e-mail whenever there is requester's answer but that doesn't solve any of these problems. What can we do with this?

Thanks,

Kristýna