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Alert an agent when customer replies

Hi everyone,


Would like to hear your advice about notify an agent when customer replies,


I'll describe the use-case:


If the agent set the issue type as bug-

A linked issue is automatically created in a software project.

An agent can still comunicate with customer in the original issue.

Original issue status is transitioned acording to linked issue transition by outomation.

The question is:

would you recommend alert agent about customer reply by status "waiting for support reply"

or by adding "waiting_for_support_reply" label?


*Also be happy to hear what is your method to assign requests to agents who work in random Shifts


Many thanks,




1 answer

0 votes
Jack Community Leader May 06, 2021

Anytime a customer adds a comment to an issue regardless of the status the agent should get a notification. This is all managed via the notifications scheme. If you’re not seeing notifications as an agent when the customer comments and please check the notifications scheme. 

Hi Jack,


Thanks for your responce.

I forgot to metioned that we dont use portal at all

we have built an intrgration with our platform and our customers manage request there.


Also i would like to get a way that issues which customer is waiting for support reply will be taged until agent reply.

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