Thomas

Thanks Brandon, It now works! I think the issue was 2 things, the condition set was causing the ticket to remain solved and the requester email was the same as the agent when testing so most likely wasn't actioning the ticket to open. Zendesk Support helped me resolve this along with your comments above! Thank you all. Really excited to implement this now 

It seems the trigger that Steve kindly provided did not work. I've attached a screen shot below. The System is showing the email notification and the tag added to prevent the automation from firing more than once but nothing about the ticket staying as solved or re-opening. 

For context the screen shot below is the reply from the requester to the automated email. It's showing up as usual on Zendesk “Thank you for your email” but this reply isn't actioning the ticket to re-open. Any ideas as to why? 

Hi both, 

Thank you so much for your feedback. I'm just testing out the Trigger as it looks as though the automation when the requester replies is embedded in the ticket but not as a regular comment if that makes sense. I'm hoping the trigger you shared Steve will re-open the ticket but if it doesn't is there a way I can ensure the automation email is adding a comment in the ticket? 

Hi there, 

I hope you can help. I have set up an automation for requesters to get a follow up email. I've used tags in order to trigger the follow up email as well as another to stop it from firing more than once. 

My issue is that as the condition for the automation to work, the ticket needs to be marked as solved. So when requesters reply to the follow up email, the ticket status is not changing to open despite a reply. The ticket status is staying as solved. I need to get the ticket to reopen if requesters reply to the follow up email, If there any action I can add to ensure this happens? 

Looking forward to hearing from you. 

Best,