A bug in workflow automator.
We have 2 rules:
1. If ticket updated / if status is closed / add private note "<text>"
2. Out of the box rule > Reopen tickets when the requester responds
When ticket is "closed" rule 1. is executed and "SYSTEM" adds a private note.
But it is in the same time also rule 2. executed. and ticked reopened!
This ticket can not ever be closed.
Problem is, that Freshservice does not recognize System note and Requestor note.
Or the primary EVENT(condition) if requester responds is wrongly defined in code of rule 2.