Attachment count as reply?

Chris_cb7wvp

Does an attachment from a customer (without a written response) count as a reply? I have an automation that should update the status based on customer reply, but if they don't write anything and include an attachment...should that count as a reply?

In this case, my automation was not triggered, presumably because the customer did not write anything. I feel that it should have triggered, but I'm more interested in the expected behavior. 

Ste Wright

Hi @Chris 

This is what I did:

• Created a rule which was triggered by a public (customer comment)
• Added an attachment, via the comment field on a pre-existing ticket, from the request portal (i.e customer view)
• The attachment was an image

^ Is that what you're doing? Because when I did it, the automation rule still triggered.

If it's not the same steps to reproduce, can you provide these? If it is, can you provide us more details about the automation rule?

Ste