Pending ticket e-mail comment not working

Hello,

When I put a ticket to pending it sends an e-mail to the customer because of the status change.

If the customer replies to that e-mail the comment is not added to the ticket and the e-mail is deleted from the mailbox (it is in the recycle bin).

It works well when the ticket is in opened state.

Thanks!

1 answer

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0 votes

Can you provide a screenshot of your workflow please?

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CLOUD

STANDARD

Product Admin