We currently have an automation in place that opens a new ticket if a customer adds a comment on a resolved issue. The automation excludes comments that contain the words "Thanks", "Thank", etc.
The issue I'm trying to solve is that sometimes customers will add reactions to a comment on a resolved issue, which causes a new issue to be opened. Is there a way to trigger on a reaction to a comment? Or, is there a way to prevent customers from comment reactions altogether?
