Possible Queries :
- Why did the ticket not reopen ?
- How did the note get added when the user sent an email from their mailbox ?
Resolution Path :
- As per the product behaviour, when an email reply is sent from an Agent's mailbox for an already existing ticket, this will be added as a Public Note inside the Freshdesk ticket.
- Sometime's customer's might complain their automation rule did not reopen the ticket. In such cases, we can modify the automation rule to include the Event Performer as "Agent or Requester" and add the Event "Note is added" with "Any" or "Public" as an option according to the requirement.
