Notification into comment in closed ticket

Question

Good Morning,

In the situation where a customer writes in a closed ticket, other than the email notification, is it also possible to push the notification message into a ticket comment?

My thinking is that a certain amount of time passes before receiving the email notification and some customers classify the notifications automatically by a rule and do not necessarily become aware of them immediately. They followed the exchanges in their posts only from the portal. From my opinion, pushing the advice into a comment would be more effective.

Thanks in advance,

Marie-Andrée Saucier · Answer

I am looking at several avenues. I already have a notification rule and it works if a customer writes in the closed ticket. We want to avoid ticket reopening. Thank you for your answer, I will come back to you if necessary.

Salutations,

Dan Breyen · Answer

@Marie-Andrée Saucier I'm wondering why you would be looking for this behavior.  If you are concerned that a customer writes in a closed ticket, that maybe the ticket should be reopened, you may want to look at the Automation Library to for the templates for Automations to reopen the ticket or act upon it more than just the regular notification.  You can move the ticket to a different status to reopen it, or you would have several actions to chose from.

Hope that helps.