How to transition an issue automatically to an specific state when clients answer with a comment

[Daisy Gaona]

I would like to know if it's possible to make that an issue transitions to an specific state when the client answer a question in a comment, automatically. 

Example: my issue is in a state "1" assigned to a client. 

The client answers with a comment. I would like the issue transitions to state "2". But I don't realised about that, because the issue stays en the same state. I have to look in every issue if he answered or not. 

Note: My client can't change the state (because it's too much for him). 

Thanks in advance!

Daisy

[edwin vasquez · Accepted solution]

Hello @Daisy Gaona 

This is very common and you should be able to set it up if you follow the same configuration as the screen below. The configuration below will update the status depending if the comment was by an internal person or the customer. I hope this helps. Let me know if you have any questions.

Does this answer your question?

[Daisy Gaona]

Yes! thank you very much!

Daisy