Re-open incident if customers reply with email

[Costas Fakebook]

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]

Hi Costas!  

I would try the following Account Wide Trigger: 

Configure >> Account Wide Settings
Triggers tab
Give your trigger a Title
For WHEN do you want your trigger to occur? 
    1. "Customer"  is  "Any Customer" 
    Add Another+
    2. "Responded at"  is in the next  "6 month"  (time is example) 
    Add Another +
    3. "Open/Closed"  is  "Closed" 

Make sure to select "ALL of these rules must be met" 

For WHAT do you want to happen? 
   1. Reopen 

Click on Save

[AmberW]

[Costas Fakebook]

Thank you Amber, I will give it a try. 

[Costas Fakebook]

I think the trigger did not worked. 
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. 

[AmberW]

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

[Costas Fakebook]

I made a slight change on the trigger and worked. I will keep you posted. 

[AmberW]

Nice, Costas!  Thank you for letting me know.    

[Costas Fakebook]

It worked as expected. The only issue is if a customer reply with a Thank you it will also open the incident again.