Reopen solved tickets from reply and alert owner

You get customer replies on closed cases that leave ticket records stale and agents without context. Reopen the ticket and alert the owner so they can respond same day.

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Overview

When customers reply to closed tickets, agents often lack the ticket context needed to act quickly and SLAs can slip. This flow reopens the ticket, attaches the reply, and pings the owner so they can respond within hours and avoid escalation.