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Is there an updated 2024 answer to "Making tickets re-open when a customer replies?"

Juan Varela_smxs2k

Hello, I am new to Jira and I am trying to add the function to reopening tickets when user adds comment. Everything I see on here is pretty old. I am looking for an updated answer.

Thanks

Accepted answers

Aaron Pavez _ServiceRocket_

Hi @Juan Varela

Automation. If the ticket is resolved and there is a comment, transition the ticket to Open.

That or use a third-party app like JWME or scriptrunner.

Regards

Aaron

All comments

Aaron Pavez _ServiceRocket_

Hi @Juan Varela

Automation. If the ticket is resolved and there is a comment, transition the ticket to Open.

That or use a third-party app like JWME or scriptrunner.

Regards

Aaron

Juan Varela_smxs2k

Nice! Thank you!

Amnathe Seoexpert

To make tickets re-open when a customer replies in 2024:

Zendesk

Admin Center > Objects and rules > Business rules > Triggers.
Create a trigger: "Ticket is updated" and "Comment is present".
Set action to "Status: Open".

Freshdesk

Admin > Workflows > Automations.
Create rule: "When a reply is received on a ticket".
Set action to "Status: Open".

Jira Service Management

Project settings > Automation.
Create rule: "Issue commented".
Add action to transition status to "Open".

Help Scout

Manage > Workflows.
Create workflow: "When a customer replies".
Set action to "Change status to Open".

Intercom

Operator > Custom Bots/Rules.
Set rule: "When a customer replies to a closed conversation".
Set action to re-open the conversation.

These steps automate re-opening tickets upon customer replies.https://jazzinternetpackages.org/

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