We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.

Freshdesk has a default automation rule that would reopen a ticket when a customer responds to the ticket. Navigate to Admin > Workflows > Automations > Ticket updates and make sure to enable the rule: 'Automatically reopen tickets when the customer responds'.