This is a fairly popular request as well, so we included a pre-defined template called "Re-open on comment" to make this as easy as possible. Once created your rule will look like this:
Project automation - Code Barrel JIRA 2016-09-20 11-33-48.png
This is quite a complex rule. It consists of 4 different components:
You could also add another action to add a comment to the issue to let the customer know that someone will respond to their query soon.
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