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Automation for status change

Jack Charnley

Hi All,

I'm wanting to set up an automation so that the status changes back to in progress when a client replies on the ticket, however the issue I am currently having is that it's changing when we reply to the client as well as when the client replies. Is there a way the automation can be set up to just work 1 way rather than both?

hope that makes sense!

thanks!

Jack

Accepted answers

Jack Brickey

Hi @Jack Charnley ,

if we can assume that's the customer is the Reporter then consider adding an "Initiator is reporter" condition. Where this would fail - request participant customer comments.

All comments

Jack Brickey

Hi @Jack Charnley ,

if we can assume that's the customer is the Reporter then consider adding an "Initiator is reporter" condition. Where this would fail - request participant customer comments.

Jack Brickey

Actually this is better...

Jack Charnley

Hi @Jack Brickey

Amazing, worked perfect. Thank you!

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