Automation

Tori Krueger

We would like to be able to have issues re-opened when a user comments on a resolved/closed ticket.  I set up the automation to do this, however, the ticket remains in a closed state after a comment is made.  The email notification is sent with the added comment but ticket remains in closed state.  Do I need to change my set up somehow?

 

Thanks

Mikael Sandberg

What does you automation looks like?

If you look in the automation library you should see a rule called "When a customer comments on a closed request → then reopen the request" that does exactly what you are looking for. Just make sure that you set/change the transition to the one you want before enabling it.