Status remains Done after customer replied to Service Desk email

[Dave Graubart]

Agent resolves ticket and customer gets email with agent's response.

Then customer replies to the email. An email goes to agent and the ticket is updated, but how would other agents know for the case that the original agent is away? Is there a way to automatically reopen the ticket?

[Jack Brickey · Accepted solution]

Hi Dave you need to create an automation to execute the reopen transition when the customer comments on an issue that is in the closed status. You can also choose to notify all agents upon reopen if that is required.

[Dave Graubart]

Thank you, Jack. I also just found a detailed discussion at  

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Making-tickets-re-open-when-a-customer-replies-just-doesn-t-work/qaq-p/743198