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How to make Automations based on Current Comment being Public?

Bridget Maloney_sbinpw

In the "Legacy" system it is very easy to set up a rule where if a Customer replies to a status that is "Waiting" on them (or Resolved) then it will reopen.

This rule does not trigger for internal comments - only if the currently posted comment is public facing and the user posting the comment is a customer.

I do not see any "if" conditions to this effect in the new Automation system.

I was hoping to transition this Legacy rule to the new Automation system, but this is a blocker for doing that.

Can anyone please advise how to handle this in the newer Automation system?

Accepted answers

Ezgi Bayındır

Hey @Bridget Maloney ,

I'm using user condition for this kind of situations. You can choose "user who tiggered the event" "is a customer" image (26).png

All comments

Bridget Maloney_sbinpw

Here's an example of how this looks in the Legacy Automation System:

Ezgi Bayındır

Hey @Bridget Maloney ,

I'm using user condition for this kind of situations. You can choose "user who tiggered the event" "is a customer" image (26).png

Bridget Maloney_sbinpw

Awesome, thank you so much @Ezgi Bayındır ! I believe that will do the trick I have this updated in our Automations and will test it out in the upcoming days

Ezgi Bayındır

you're welcome! happy to help!

Bridget Maloney_sbinpw

Hi @Ezgi Bayındır I wound up having to roll this back because it wasn't quite doing what we needed. As a result, I am sorry I had to mark it as not answered.

We have people who are listed as customers, so that the true customers can @ mention them, but when they leave an "internal" comment it is actually updating the status.

We _only_ want public facing comments to change the status.

In another instance, we had a true customer leave a public facing comment but it failed the customer check for some reason (she is truly a customer).

Do you know of another way that can look at the internal vs public facing nature of the comment itself?

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