No New Article Icon When Ticket is Re-Opened

[aaronjwood]

Hello All,

Our system is set to re-open a closed ticket if an additional reply is sent in after the ticket has been closed. However, when the ticket re-opens the agent does not get the icon in the top left showing that there is an open ticket with a new article. This ticket does indeed re-open and has the yellow star, but no icon. Is there a way to make the icon appear in cases such as this?

Thanks in advance for any help.