I want to setup re-open ticket in jira cloud like when i close or resolve the ticket the customer will get a reopen link in mail .If the user click on re-open link the ticket then only ticket should re-open .Please help here if possible .
Is this Jira Core/Software (issue), or do you mean a Jira Service Desk Request?
In Jira service desk
So, first, you need to enable the function in the requests - https://community.atlassian.com/t5/Jira-Service-Management/How-to-allow-customer-close-reopen-issue/qaq-p/67487 has a set of good screenshots on that and some troubleshooting when people get stuck.
The second part of it I am less sure about. You can edit outgoing email content for Service Desk/Management, but I'm not 100% sure you'll be able to do it with a link - you'd need to generate a link to the specific request so that the user's browser opens on the right page and tries to click "reopen" for them. With the consequent problem that they may not be logged in.
However, you can automate it a bit - if you switch slightly to looking at email replies (and put in text like "please reply to this if you need to reopen" to tell people you can do it, then you can set up simple automations to catch comments and do stuff like:
Hi Nic
Thanks for your response .i already knew that simple automation step to reopen this ticket but i need setup for reopen link when i close or resolve the ticket .
And let me tell you the reason behind this .Right now when i resolve any ticket then user get email notification and most of time user reply - Thank you or similar kind of response and due to this comment ticket gets reopen .That's why i need to setup re-open link in resolution email instead of direct comment .
Please suggest here .
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