Notify assignee if comment added to Resolved or Closed ticket

[Chad Lemmer]

Is there a way to make sure the Assignee on a ticket continues to receive email notification when a comment is added to a Resolved or Closed ticket?

It appears that after a ticket is Resolved or Closed, there are no further email notifications to the ticket assignee if a comment is added.  So if a customer adds a comment (via the portal or email reply) after the ticket is Resolved or Closed, the Assignee will never know.

Thank you for any suggestions.

[Brittany Wispell · Accepted solution]

Hey @Chad Lemmer 

You can do an Automation rule where when a customer comments -> reopen the ticket... this will notify the assignee. 

If there is something the Assignee needs to do after the customer comments then it restarts the ticket. 

[Chad Lemmer]

Thank you!  Worked great!

[Brittany Wispell]

Glad it helped if you have any other questions on how to do this let me know. 

If you could click the check mark next to the vote area and accept this as a solution that would be great! Thanks :) 

[Stephanie M LeBlanc]

Is there a way to do this without reopening the ticket?