This is an out-of-the-box automation. This should work by default with customer accounts. If you go to Automation Rules, you can configure the automation rules.
Thank you Steven.
Can you be so kind to let me know how to do this, because I´ve searched several times for this option and haven´t found it yet. I will appreciate the rout or option to set this up.
Best regards.
I believe this documentation covers the details – https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html
Again, the Transition on Comment rule should be set up automatically – If you've changed the Workflow you may need to indicate which statuses it should respond to.
If you have more questions please ask, the documentation is a solid start though.
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