Set tickets that are being replied to after being Closed to Reopened status
When a customer replies to a closed ticket the ticket then reopens and the Ticket Status is marked as Open. Would like a Ticket Automation Rule that will set tickets that are being replied to after being Closed to a Reopened status. We can then set up another rule to email the Technician the ticket was reopened. This will also be easier for us to track how many tickets have been reopened.
Bill Holum
shared this idea
Hey Bill,
Today, there already exists an automation rule to reopen the ticket (feel free to look at it under Admin > Ticket Automation Rules).
You can simply add another action to that rule to email the technician (action -> send email to technician) and attach an email template you've created.
I'll attach 2 relevant KBs but feel free to reach out to our support team via email or live chat if we can further help out!
https://support.atera.com/hc/en-us/articles/217598427-Create-Email-Templates-
https://support.atera.com/hc/en-us/articles/360018434920-Ticket-Automation-Rules
Hope this helps!