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

Juan Varela July 8, 2024

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

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Aaron Pavez _ServiceRocket_
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July 8, 2024

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 July 8, 2024

Nice!  Thank you!

Amnathe Seoexpert
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July 8, 2024

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

Zendesk

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

Freshdesk

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

Jira Service Management

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

Help Scout

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

Intercom

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

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

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