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 {
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