The reopening is handled by an automation, so you need to check the audit log for that automation to determine why the ticket is not reopened when a comment is added.
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You will need to review the WF that your Request Type (Issue Type) in place to determine if there is a transition step from CLOSED status back to the OPEN status. If not, then you will need to customize the workflow to include that step.
Afterward, you can use automation rule to trigger off from issue commented, and then in the conditions use to test for issue status and advanced comparison condition to test {{comment.internal}} equals to "false" (this is essentially testing if the comment is coming from the customer. Because if it is coming from the customer, then the comment will not be internal). Finally, create an action to transition the Closed issue back to Open.
If you look under Templates in Automations there is one under ITSM called "When a customer comments on a closed request → then reopen the request" that you can use as starting point.
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I agreed with @Mikael Sandberg suggestion. In addition to the validating the automation's audit log for possible issues. You may also want to check with the project admins to determine if any change was made to the automation for the project in question.
Best, Joseph Chung Yin
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