Collaborator responses currently don't re-open tickets

We use collaborators and when they respond to a ticket via email, it creates a private note on the ticket in Freshdesk. Per our experience, and per our Support rep Gowtham, responses from collaborators will not trigger a ticket to re-open. We even have an automation set up to have any private or public note and any type of reply to re-open a ticket, at any status. And this doesn’t work either. Per Gowtham, this will only be effective for agents and contacts. (We even tried making this collaborator a contact.) This is causing us to miss responses on a ticket and leads to requests falling through the cracks and slowing down our workflow. It would be great if collaborator responses could also trigger tickets to open.