Customers get emails to confirm ticket response?

[onlinesrc]

If a custom visits their ticket and replies to it, is there a way to send them an email confirmation like:

Hey, we see you just replied to your ticket. I staff will be viewing your ticket soon and seeing what you had to write us. Hang tight, we will be with you.

[onlinesrc]

If I create a ticket as a staff member, the customer is notified that a ticket was created. That ticket is marked as NEW in list of tickets in admin. BUT if customer goes to that ticket, leaves a message and hits SEND, ticket still shows up as a NEW. Why?

They have to reply and I have to reply back, before it says AWAITING REPLY.

How can I change this structure?

[onlinesrc]

Customers also not getting tickets about tickets closing. Like, "your ticket has closed". They get reply from a staff when a staff responds to a message or starts a new one, but not when the staff closes the ticket either.

This all may relate?

[Klemen]

As mentioned over email, these problems do not appear in original HESK files so they are most likely associated with your modifications.

Uploading original unmodified HESK files to the server (except hesk_settings.inc.php) should fix them, but it will of course also overwrite your modifications.

Also note that if a staff member replies to a ticket and marks it resolved at the same time (by clicking the "Submit as Resolved" button), only one email notification will be sent (staff reply) and not two (staff reply + ticket resolved).