I want to setup a rule in Jira service desk which reopens the closed ticket when a customer response on it via Email. Where can I find this setting in Jira?
You can set that up pretty easily in the automation setting of the service desk. Just make sure you have a transition "reopen" from the closed status.
When = Comment Added
IF = Resolution is not EMPTY and Comment Type = Customer
Then = Transition issue (Reopen transition)
Hope that helps
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