Configuring Tickets to Reopen on a Specified Follow-Up Date

Overview

You may need to configure an automation that will set the status of tickets to open on the date that you specified in the follow-up field for the corresponding ticket, and you want to know how to set it up.

Solution

1. Create a custom field using the Date type and the desired name.
   
   
   
   
2. Add this field to the required form:
   
   
   
   
3. Create a monitor that will reopen a conversation once the Follow-up field is After or on - Today.
   You can add additional filters, e.g., specify the required form, tags, teams, etc.
   
   
   
   
4. Enter the desired date in the follow-up field on the required ticket - the monitor will change the status of the ticket to open on the date that you have entered. If the date you have set is in the past, the ticket will be reopened once the monitor fires.