Triggers when doing client/customer comments? And ONLY these external comments?

cole_evans

Hello all! 

I am hoping for a solution to this problem I am facing, I want the status of my issue to transition to "Waiting for Customer" whenever an external comment is added onto the ticket and sent to the client.

But I do not want it to transition for internal comments. How can I achieve this? When I was looking into the automation the only comment trigger I found was this, what I assume to be all comments (external AND internal). 

 

Best regards,
Cole Evans

Petter Gonçalves

Hello Cole,

You just need to add a condition requiring that the comment should be Public, as in the screenshot below: