I am struggling trying to figure out what is a bug, and what is just not available in the free version. The canned email for resolved tickets in the free version states that the ticket will reopen on reply. I tested this and it does not reopen the ticket. So, is that a bug or just something that is not available in the free version?
Greetings from Freshworks Community!
The Automatically reopen when Customer responds feature is a Ticket Update Automation rule which is available from the Growth plan onwards:
Since your Account is in the Free plan, this feature might not be available. You can learn more about the feature in this article: https://support.freshdesk.com/en/support/solutions/articles/226711-how-to-automatically-reopen-the-ticket-when-the-customer-responds
You can also know more about the plans and pricing of Freshdesk using this link: https://www.freshworks.com/freshdesk/pricing/
I hope this helps.