open ticket after replying to email

[HDesk0923]

I currently have this setup to create new tickets when an email is received, but if I choose to close the ticket we would like the ticket to reopen when their is a response.

Is that possible?

[Fabio Racobaldo _Catworkx_]

Hello,

technically yes, there're two ways to do that :

A) you could do that by using a custom mail hanlder. Currently, the default mail handler allows to create and/or comment an issue. A custom mail hanlder should use the issue key in the subject, check if it is a closed issue and reopen it, and comment issue at the same time.

B) You could implement a custom listener that, on event issue commented, will reopen the issue if it is a closed status.

Hope this helps,

Fabio