Reopen closed tickets when a response is added

In this scenario, a ticket is closed by a technician, but then the customer responds within a month of the ticket being closed that the issue is not quite resolved.

Learn how each Operator works with date values

Operator Period of Time Description Example based on current date
of January 16th 2023
< Last Week Date is prior to 7 days before today Any date before January 9th 2023
= Last Week Date is within the last 7 days From January 9th 2023 until January 16th 2023
> Last Week Not Applicable Not Applicable
< Last Month Date is prior to the 1st of the month before today's month Any date before December 1st 2022
= Last Month Date is within the month prior to today’s month December 1st 2022 until December 31st 2022
> Last Month Date is from the 1st of today's month January 1st 2023 until January 16th 2023

Add a workflow rule for Ticket Response with the following options:

  1. In the Condition section, select Ticket Status as the Attribute.
  2. Select equals = as the Operator.
  3. Choose Complete as the Value.
  4. Click to add an additional Condition and select Completed Date.
  5. Select Greater Than > as the Operator and choose Last Month as the Value.
  6. In the Actions section, add the Update Ticket and Set Property actions.
  7. Click Edit next to the Set Property Action to edit the action and choose Ticket Status as the property.
  8. Select In Progress as the Value and save the Action.
  9. If you are using Custom Ticket Statuses, choose the ticket status that fits best with your business practices.

  10. Click Save Rule to confirm your changes.

This rule means that if a ticket is closed and a customer responds to it within a month of the ticket being closed, the ticket status will be updated to In Progress.

Additionally, you could add the Assign Queue or Assign Technician actions to the rule to ensure the re-opened ticket is routed to the correct queue or technician.