We do receive system notifications when an open ticket is modified, replied to or touched upon in some other way. After the latest update the system reaction has changed to not re-opening closed tickets for replies to them. We require a distinguished system notification for such circumstances which should be able to be set as both a "Team" and an "Agent" notification. The current email and sms notification settings are not sufficient to warn the agents about these events. Agents may not read or focus on the "Reply has been received to a closed ticket" email (or sms) notification.

For example showing replies to closed tickets on a differently colored background (light red etc) would make them to stand out from the other types of notifications.

I'm talking about the notifications in the "Notifications" area on the top right corner of the task bar.