open ticket after replying to email

I currently have this setup to create new tickets when an email is received, but if I choose to close the ticket we would like the ticket to reopen when their is a response.

Is that possible?

1 answer

This widget could not be displayed.


technically yes, there're two ways to do that :

A) you could do that by using a custom mail hanlder. Currently, the default mail handler allows to create and/or comment an issue. A custom mail hanlder should use the issue key in the subject, check if it is a closed issue and reopen it, and comment issue at the same time.

B) You could implement a custom listener that, on event issue commented, will reopen the issue if it is a closed status.

Hope this helps,


Suggest an answer

Log in or Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Posted Wednesday in New to Jira

Are you planning to trial, or are currently trialling Jira Software? - We want to talk to you!

Hello! I'm Rayen, a product manager at Atlassian. My team and I are working hard to improve the trial experience for Jira Software Cloud. We are interested in   talking to 20 people planning t...

97 views 1 0
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you