I've got an automated comment that gets added to a ticket after 6 days "Hi there, we haven't heard from you in a while. If you would like to keep this request open or if you have additional information, just reply. If not, issue will be closed in 2 days."
The issue is that when I add the comment it switches the status from Waiting on Customer to Waiting on Support. I have to manual update the status so it will get auto closed in 2 days. I can't figure out how to add a comment and prevent it from switching status.
Any suggestions? Thanks All
That is a popular automation.
Here is my default automation rule and I know it works and it doesn't put the request back into Waiting for Support, instead it Resolves the request.
I have another rule that sets the status to Closed after 2 days.
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