Is it possible to REOPEN automatically one ticket after closing by email ?

Fagner Pereira de Alencar

Hi, 

I would like to know, how to set the tickets that are closed to reopen when a user send a message through email.

 

Explanation: 
I´ve woked on a ticket and eventually closed it. However the user that gets the email on SOLVED ticket, email me back throught the ticket and the issue is not REOPEN, I would have to create a new one ? 

There is a possibility to create a RULE to REOPEN tickets that were not finish or need additional details ?

 

Big thanks...

Nisha Hajamohideen

If the customer sends a comment on a closed ticket, then you can use the automation rule "Re-open on customer comment" to re-open it.

If the email has the same subject line or the  issue key, then the body of the email will be added as comment to the ticket and the same automation rule can be applied too.