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Why doesn't the response from customer update the status to "waiting for support"

Matt_9gj5f0

I am setting up Service Desk and testing with my own personal email account. When I use the "Respond to customer" feature, the email is sent to the customer but the customers response does not affect the ticket status.

Is there a configuration step that I am missing?

Thanks in advance.

-- Matt.

Accepted answers

Meg Holbrook

Hello and welcome!

Do you have an automation set up to transition the issue status when a customer comments?

All comments

Meg Holbrook

Hello and welcome!

Do you have an automation set up to transition the issue status when a customer comments?

Matt_9gj5f0

I am using the default workflows

unknown

It doesn't answer Meg question

Check the automations rules in your project, workflows is not connected with automation, but automation is related to workflow.

https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html

Matt_9gj5f0

Hi Meg, I apologize I did not correctly respond.

I did review a short online course about Service Desk and thought the preset rules were also defaulted in the project, after reviewing Cristian's response I see that is not the case.

I did add the default "Comment updates reply status" preset rule and the process is working as it should.

Thank you both for your assistance.

Best regards,

Matt.

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