Can we make it so that when a user replies to a "Resolved" ticket we get a notification?

[Alberto Dominguez-Ramirez]

Currently when a user responds to a "resolved" ticket (usually by email) we do not get an email notification. We have to manually filter through the "resolved" tickets to find the ticket. We would like to get an email notification so that we know to respond. 

Thank You. 

[Esther Strom]

Hi, @Alberto Dominguez-Ramirez - welcome to the Community!

You don't specify who "we" is when asking if "we" can receive an email when a customer replies to a service desk message. But yes, it's possible using automation rules - when a customer replies by email, it's added to the ticket as a comment, so you can use the Issue Commented trigger (this will trigger when a customer adds a comment, no matter how they do it - via email or via the customer portal). 

A project or system admin will need to set up the rule; the configuration would look something like this:

 

This is just a basic setup, but you can choose multiple resolution options by using Condition Is One Of instead of equals.

You can configure who to send the email to; the To field can contain hard-coded email addresses, or you can choose a field on your ticket that contains a list of the users who should be notified, or a Jira access group. The bits in curly braces are smart values; you can include pieces of info from the ticket in your email. Here's the home page for smart values documentation.

[Alberto Dominguez-Ramirez]

Thanks for this information Sorry I meant "we" IT department.