Recipe: Automatically reopening a child ticket after a child ticket reply

By default, when you reply to a solved child ticket of side conversation through the context panel, the ticket doesn't reopen. Instead, you need to do it manually. In this tutorial, you'll learn how to use a trigger to reopen a child ticket after a reply.

The workflow includes the steps below:

Step 1: Activate side conversation child tickets

Step 2: Create a trigger

Step 1: Activate side conversations child tickets

This workflow requires you to activate side conversations child tickets.

Step 2: Create a trigger

Create a trigger that will set the child ticket status to Open when it receives a reply.

Create a trigger and rename it Reopen child tickets

Add the following conditions:

Ticket > Channel | is | Side conversation

Ticket > Comment | is | Present (public or private)

Ticket > Update via | is | Side conversation

Add the following action:

Ticket > Status category | is | Open

Click Save.

You can read more in this article: Closing and reopening side conversations