Is there a way to configure it so that a ticket is reopened if someone puts a new comment in it?

[Heather Morgan]

For instance, sometimes after we resolve a ticket a user emails back with something additional, it would be nice if we could make the system reopen the ticket so we know it needs something additional.

[Alexey Matveev]

Hello,

If you open your service desk project and go to Automation, then you will see there a preset, called Comment reopens issue. You can use it,

[Heather Morgan]

Thanks Alexey. I'll give that a try.