How to notify agent when customer responds to issue that was already resolved

Question

Sometimes, a Customer responds to a Ticket after the Ticket has been resolved. Unfortunately, the Assignee or relevant agent is not automatically aware they may need to respond to the Customer.

Is there any way that the Assignee can be notified when this occurs?  Or the Status can be changed to Waiting for Support, or something, such that the Assignee is aware that she needs to respond to the Customer?

Elifcan Cakmak · Accepted Answer

Hello,

Yes, you can achieve this by using Automation feature of Service Desk. In fact there is a rule that you can use for this purpose called "Comment re-opens Issue"

You can find Automation on your project's settings page.

Regards,

Elifcan