customer comments on closed ticket via email update status

[Martin van Eijk]

when a customer comments on closed ticket via email  i woud like  the status to update to  reopened

how can i set this up?

i tried it via Automation but did not succeed yet.

[Jack Brickey · Accepted solution]

Are you using CMP project? Can you go to project settings/automation and look in the library section to see if you have a template for this very purpose?

[Jack Brickey]

If you do not have the template here’s what it looks like. However you can tweak it to meet your needs.

[Martin van Eijk]

I found it and tested it succesfully , thanks