When a requester responds to a ticket, it will be reopened by default through the "Reopen tickets when the requester responds" workflow automator available in Freshservice.

Here are the steps to disable the Reopen tickets when the requester responds workflow automator.

  1. Navigate to Admin > Automation & Productivity > Automation > Workflow Automator.
  2. Scroll down and locate the workflow automator Reopen tickets when the requester responds.
  3. Toggle the switch to OFF to disable the automator.

Preventing reopening tickets for requester responses.

With this automator disabled, no email will be triggered to the agent when the requester reopens the ticket.