There are a few threads on this - unfortunatey, I did not find the answer to what we are looking for.

So, our clients, while opening a ticket or looking at a ticket have the option of replying to it, or commenting on it. If they comment on it, the ticket status does not change. If they reply to it, the ticket status does change and follows the ticket status rules.

Here's the problem - this is extremely confusing and there is no way to enforce that clients only use "Reply" and not "Comment".

So, if a ticket is in "Resolved" status, let's say, and the client COMMENTS on it instead of replying to it, there is no way for our support team to know that OR automatically place the ticket back in Open status.

This seems to be an unnecessary duplication.

Is there any way, we can disable comments, at least for our clients (if not agents as well)?

Thanks,

Sunil