I use JIRA servicedesk.
When we close a ticket and our customer wants to answer, I would like to see it come back to my queu. I looked at the workflow but I can't find where I configure that the tickets needs to be reopend automatic.
Michelle, you can try an automation rule "Transition on comment":
https://confluence.atlassian.com/servicedeskserver033/automating-your-service-desk-861255281.html
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