Alert an agent when customer replies

Question

Hi everyone,

Would like to hear your advice about notify an agent when customer replies,

I'll describe the use-case:

If the agent set the issue type as bug-

A linked issue is automatically created in a software project.

An agent can still comunicate with customer in the original issue.

Original issue status is transitioned acording to linked issue transition by outomation.

The question is:

would you recommend alert agent about customer reply by status "waiting for support reply"

or by adding "waiting_for_support_reply" label?

*Also be happy to hear what is your method to assign requests to agents who work in random Shifts

Many thanks,

Noa

noa harel · Answer

Hi Jack,

Thanks for your responce.

I forgot to metioned that we dont use portal at all

we have built an intrgration with our platform and our customers manage request there.

Also i would like to get a way that issues which customer is waiting for support reply will be taged until agent reply.

Jack Brickey · Answer

Anytime a customer adds a comment to an issue regardless of the status the agent should get a notification. This is all managed via the notifications scheme. If you’re not seeing notifications as an agent when the customer comments and please check the notifications scheme.