Re-open incident if customers reply with email

Question

I set my service desk to close incidents with no reply from the customer after 2-3 days and works fine. If the customer replies to the incident through an email, the incident remains closed and just notifies. If you do not check your emails but only the dashboard of the active incidents, you wont be able to see that there is a reply from the customers.

Any ideas?

amberw · Answer

amberw · Answer

Hi Costas! &nbsp;I would try the following Account Wide Trigger:&nbsp;Configure &gt;&gt; Account Wide SettingsTriggers tabGive your trigger a TitleFor WHEN&nbsp;do you want your trigger to occur?&nbsp;&nbsp; &nbsp; 1. "Customer" &nbsp;is &nbsp;"Any Customer"&nbsp;&nbsp; &nbsp; Add Another+&nbsp; &nbsp; 2. "Responded at" &nbsp;is in the next &nbsp;"6 month" &nbsp;(time is example)&nbsp;&nbsp; &nbsp; Add Another +&nbsp; &nbsp; 3. "Open/Closed" &nbsp;is &nbsp;"Closed"&nbsp;Make sure to select "ALL of these rules must be met"&nbsp;For WHAT do you want to happen?&nbsp;&nbsp; &nbsp;1. Reopen&nbsp;Click on Save

costas fakebook · Answer

Thank you Amber, I will give it a try.&nbsp;

costas fakebook · Answer

I think the trigger did not worked.&nbsp;Below is the trigger I set and the activity log for an incident which has been closed and then the customer replied with a email comment and it was not reopened.&nbsp;

amberw · Answer

Hi Costas... I will do some testing on my end and see what we can do to fix this. &nbsp;Sorry this did not work.&nbsp;

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