How can I trigger an automation to re open after email reply?

Question

Howto: Reopen an issue after an email reply from customer.?

Our Helpdesk need their tickets to re open if the customer replies.

I have set trigger on comment and that works great for comments from the service desk portal or from Jira but it is not triggered by an email created comment.

There must be a best practice solution for this???

Many thanks Rob

Robert W · Answer

Thanks Dan

unknown · Answer

Hi @Robert W

Email replies go in as comments on the ticket, the same as they would have through the portal. To start off your rule, choose the comment on issue trigger.

Then use some user condition

* Initiator is a customer

You can add more in if you wish it to be even more specific.

Then the action would be to transition back to your support state.

Hope this information helps :)

Dan