Last updated: 2019-09-18

Source: https://support.freshservice.com/support/solutions/articles/50000000411-how-to-automatically-reopen-the-ticket-when-the-customer-responds-

There is a default system rule in the service desk which would reopen the tickets when requester responds to the ticket. You can find it under Admin>Workflow Automator(Reopen tickets when the requester responds).