Ticket Automation
🦍Gorelo Question✅ Solved
I have a ticket automation that should reopen a ticket when a customer replies. But, it's not working.
I have attached a screenshot. My issue is that as soon as I change status to Waiting on customer the automation changes it back to Open.
I have attached a screenshot. My issue is that as soon as I change status to Waiting on customer the automation changes it back to Open.
Solution
I think the crux is that you need your When to be "Ticket is Unread" and the Condition set to your Ticket Status of "Waiting on Customer" so that the automation doesn't kick in immediately as you're currently experiencing.
This way, when a customer replies and the ticket is unread, the automation triggers and sets the status accordingly. Ours looks similar to @CHPC's with the exception of the time since trigger. Not sure the benefit of waiting 30 minutes but maybe they can chime in on that.
This way, when a customer replies and the ticket is unread, the automation triggers and sets the status accordingly. Ours looks similar to @CHPC's with the exception of the time since trigger. Not sure the benefit of waiting 30 minutes but maybe they can chime in on that.
