Once a ticket is closed, if a customer comments on the ticket, none of the service desk agents, watchers should receive any notification.
Instead, a comment that the ticket is closed and that the user needs to open a new ticket should be commented sending notification only to whoever commented on the ticket.
I've tried using properties, automation, but nothing really satisfies both requirements. Please support.
We decided not to do that. Because if our customer replies through email, Jira creates a new issue for the comment which would be confusing both for the customer and our agents. So, we would like to avoid that.
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