Automatic workflow transition when requestor sends an email

I haven't found a way how to change workflow step automatically from (we are waiting for customer's reply) to (customer replied and he is waiting for our reply) in OnDemand Jira Service Desk when a requestor sends a comment through e-mail (we give no access to the web interface at the moment)

So far I found only Jira Toolkit plugin which seems to be installable only on self-hosted instances.

How to automate workflow transitions?

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Is Jelly Escalation available in OnDemand? You could use it if available.

https://confluence.atlassian.com/display/JIRA/Jelly+Escalation

According to all what I've found so far this is not available in OnDemand. Neither is Jira Toolkit.

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