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How to get visual indication that a customer has replied to a ticket w/o the ticket status changing?

Christopher Simonian

We're currently needing to refine our Ticket Status workflows in such a way that makes it impossible to know when a customer has responded (as in normal cases, a customer response would trigger a status change to some sort of "pending" ticket status that our agents would be able to visually identify tickets that are awaiting responses.

So without using the ticket status as a "Ticket needs a reply" indicator, is there another way to possible add a property or column in the "ticket queue" overview when a customer responds?

Accepted answers

Gaurav_0av1h6

Hello @Christopher Simonian

This is an interesting scenario, something which I have never tried before. Now that I think, this is possible using Automation and a custom field.

The Automation can be used to set the custom field to a particular value which is then used as a display column on the queue.

For the Automation, the trigger would be 'issue commented', check the condition for internal or customer comment and set the custom field accordingly.

Please let me know if any help/ guidance is required for the automation.

Kindly accept the answer if this helps.

All comments

Gaurav_0av1h6

Hello @Christopher Simonian

This is an interesting scenario, something which I have never tried before. Now that I think, this is possible using Automation and a custom field.

The Automation can be used to set the custom field to a particular value which is then used as a display column on the queue.

For the Automation, the trigger would be 'issue commented', check the condition for internal or customer comment and set the custom field accordingly.

Please let me know if any help/ guidance is required for the automation.

Kindly accept the answer if this helps.

Christopher Simonian

This worked wonderfully! I am still waiting on a few more interactive tests to complete before I can be certain this is working as intended, but so far it's working great. Thank you for the suggestion!.

Side note: Is there anyway to add a visual color box around the value or some kind of color tint to the entire ticket’s “row” based on the field value of a custom column?

in our specific case we’d like to have a visual color indication based on the “Comment Status”

Replied - Green
Unread - Red

Jenny Jira

@Gaurav how do i check the condition for internal or customer comment please? I can't seem to get the syntax right

Christopher Simonian

Hey @Jenny Jira I'm not sure if @Gaurav has a better way of doing this, but the way we did it was we had the following automation:

When: Rule is Triggered on when the "comment is the main action

then to differentiate between the customer comment and an internal comment, we made an organization and added our internal team to it called "J2 Innovations (Support Team)" and then added a condition to the automation as follows:

Inititator is not in: "J2 Innovavations (Support Team)"

Then of course the last step was to Edit our "Comment Status" field to make it be unread.

My guess is if you want the internal comments to trigger something, you can create another automation rule that does the opposite (Initiator is in "J2 Innovations (Support Team)...then set the comment status to "internal comment unread" or something like that.

I'm not proffesional at the JIRA automation world, but this is working very well for us, and figured that might help!

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