A customer sends an email request and sets a agent to CC. The issue is then assigned to this agent. The agent is now both - an assignee and a request participant. If the agent replies to the Reporter (Customer), the ticket status is changed to Waiting for Support instead of Waiting for Customer.
How can we avoid this?
Thank you in advance.
Check your automation. I recall I needed/wanted a different behavior than what the default was. I changed such that a simple "Comment" did not result in transition if the status was "Waiting for support" while I did want for "Waiting for customer". This restricts the agent to use "Respond to customer" to transition. Here is what I used...
The Jira Service Desk marketing team is working on a guide to help new Atlassian customers switch from email to JSD and we'd love to hear from you! Please share: - What made you realize that i...
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