I want to set the status of the case to "Open" when case receive an email reply

[Meri]

Hi, Community.

We are exchanging information on the case by email.
I would like to notice that there was a reply from the customer.

I want to set the status of the case to Open when the customer replies.
Would you please share this implementation method?

Thank you for your cooperation.

[Community Alums · Accepted solution]

Hi @Meri ,

That would best be done with a business rule... BEFORE business rule be precise. Use the condition builder to look for comments changing, the current state "Open".

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Meri]

Hi Sandeep,

Thank you for your comments.
I'll try your suggestion!

Thanks,

Meri

[Community Alums]

Yup sure!!

and don't forget to mark the answer as Correct & Helpful both such that others can get help.

Thanks,
Sandeep

[Lavern Towne]

I'm confronting the particular issue. Did You sort out some technique for looking out for this, expecting this is the case will you share the methodology?

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