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Thomas37
Thomas37
April 22, 2024
Question

Automation - Issue with replies

  • April 22, 2024
  • 11 replies
  • 86 views

Hi there, 

I hope you can help. I have set up an automation for requesters to get a follow up email. I've used tags in order to trigger the follow up email as well as another to stop it from firing more than once. 

My issue is that as the condition for the automation to work, the ticket needs to be marked as solved. So when requesters reply to the follow up email, the ticket status is not changing to open despite a reply. The ticket status is staying as solved. I need to get the ticket to reopen if requesters reply to the follow up email, If there any action I can add to ensure this happens? 

Looking forward to hearing from you. 

Best,

 

 

      11 replies

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      Rukhsana
      Rukhsana
      October 31, 2025

      Hi Thomas,
      It sounds like you're really close! In similar cases, people use a trigger instead of an automation to reopen the ticket when a requester replies. You could try setting up a trigger that changes the status to “open” when a comment is added by the requester. Hope this helps!

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