Automation Rule for comments

Question

How do I create an automation rule that would transition the status of a ticket if a client makes a comment?  I see how to do it for all comments, but I don't want the status changed if an agent makes a comment.  I only want it to change if the the external client makes a comment.

Thanks!

Mikael Sandberg · Accepted Answer

Take a look at the Library, there is a rule in there named "When a comment is added → update the status" that you can use as you starting point. That one changes the status both when the reporter and the agent adds comments, but you could remove the one for the agent if you want.

Callum Carlile _Automation Consultants_ · Accepted Answer

Hi @Katherine Stevens

If you use an Advanced Compare condition, you can check to see if the comment is internal (posted by an agent) or not.

If you add {{comment.internal}} as the first value and then false as the second value, this will only run the subsequent actions if the comment made is external (i.e. made by a customer)

Hope this helps!

Katherine Stevens · Accepted Answer