Add a Issue not Resolved/Reopen Issue link to Request Resolved Email

Question

Good Morning All

I have been looking at fine tuning our resolved ticket process, we looked at setting an automation rule to reopen ticket if reporter replied to an issue if the status is resolved.

Obviously this meant that anyone replying with gratitude for completing the issue reopens the ticket and any auto replies reopens the ticket.

My question is, is it possible to add a link to the Request Resolved Email to the reporter with a link called "Issue not Resolved" or "Reopen Issue" that when clicked reopens the ticket.

This would mean we can remove the automation rule and advise in the ticket that if the issue is not resolved then click the below link.

This seems like basic function and i have seen this in other Ticketing Systems, along with feedback elements.

Does anyone have any thoughts on this?

Liam

Brant Schroeder · Answer

@[deleted]Welcome to the Atlassian community

As @Patricia Francezi_iDev_ stated if you push the customers to the portal you can expose transitions that would allow them to open the issue after it has been closed.  Using the portal is the best way to go and provides the best customer experience.

If you are trying to do everything by email then you can do something we used to do to cut down on reopened issues.  We would put in the resolved email that goes to the customer a statement that they should only respond if the issue has not been resolved and look for the customer satisfaction email to provide thanks and feedback.  This helped us cutdown on reopened issues.

Patricia Francezi_iDev_ · Answer

Hi @[deleted]

You can customize a little the customer notification about resolution event in your project, using Request URL that will point to your portal, then the customer may reopen the ticket using the status and the transition you configured in your workflow to be in customer portal and used by them.

https://support.atlassian.com/jira-service-management-cloud/docs/edit-the-content-of-your-customer-notifications/

https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-workflow-statuses-for-a-request-type/