Try this thread as a possible alternative, as tit has the additional advantage of opening automatically opening new ticket for your customers (which may save them time and keep them happier).
Also make sure you don’t have another other scrips on the same queue that might also be run and do something different (such as reopen the ticket!). You might want to put some debugging at the end of your existing scrip condition so that it logs which option it takes (and indeed if it is triggered at all).