Reopen a Resolved Ticket

Question

Hi, Customers are replying to resolved issues and we're not being notified. I've checked the chats here, I've looked at the rules and workflow and still can't work out why it's not reopening resolved issues. Any ideas?

I've attached the workflow and rule.

Jack Brickey · Answer

I would expect you would need to change the “then do this...” to transition to waiting for support. Can you edit that automation rule?

Victoria Cougan · Answer

Can you please tell me what needs to be changed to get this working?

Victoria Cougan · Answer

Is it possible to change the wording in the rules?  "Respond to support" doesn't even make sense. Why would that be a standard template when it's not in the standard workflow wording?