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
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.
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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