Reopen a Resolved Ticket

Hi, Customers are replying to resolved issues and we're not being notified. I've checked the chats here, I've looked at the rules and workflow and still can't work out why it's not reopening resolved issues. Any ideas?

I've attached the workflow and rule.

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Your automation references Respond to Support but what I see is Waiting for Support. Can you verify? Also what do the automation logs say?

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I don't know to verify. I believe that's the standard template.

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Is it possible to change the wording in the rules? "Respond to support" doesn't even make sense. Why would that be a standard template when it's not in the standard workflow wording?

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Can you please tell me what needs to be changed to get this working?

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I would expect you would need to change the “then do this...” to transition to waiting for support. Can you edit that automation rule?

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