Is there any way to transition an issue based on specific text parsed from a customer comment?

[Owen Evans]

My current re-open rule will transition an issue for ANY comment from the customer after an issue has been marked as resolved, which results in a lot of re-opened issues from customers simply thanking us for addressing their problem.

I'd like to set up a rule to re-open issues only if their comment contains the text 'reopen', 're open' or 're-open'. 

I've dug around in various automation tools and haven't been able to find a way to parse new comments for specific text strings. Anyone aware of something that will allow me to do that?

[Taranjeet Singh · Accepted solution]

@Owen Evans I think you can do this using "Re-open on customer comment" preset automation rule in Jira Service Desk. You will need to customize this rule and add "Comment contains" in the "IF" conditions of the rule.

Please see the screenshot below:

[Owen Evans]

Not sure how I missed this, but definitely works. Thanks!