After a ticket has been resolved, can a requestor reopen a ticket by replying to the email notification? At the bottom of the email notification, it says “If you would like to follow up, add comments or communicate with followers on this ticket you may reply to this email at any time”.
I tried testing it, and replied to an email, my comment showed up on the ticket, but it did not reopen it.
Do you want the email reply to trigger the ticket reopening, or would you just like a notification that the person has replied?
I would want the email reply to trigger the ticket to reopen. We get so many notifications/ emails from incidentIQ, many of our technicians have turned off all their notifications.
Here is the screenshot of the rule I created to make this happen. I hope this helps 😄