Automation: reporter is not a customer does not work

[Peng Zhou]

Hi,

Customers can create a ticket by mail and I want to separate existing and new customers. I try to make this happen by automation.

When a new customer submits a ticket, the condition Reporter is not a customer does not match. But if I change it to Reporter is a customer then it does match. Does anyone know how to address the issue or have another solution?

[Jack Brickey · Accepted solution]

Hi @Peng Zhou , this is aduplicate post. I just responded there with important info that I hopes clear things up.

[Jack Brickey]

Here is my response on other post...

The user here is a customer, whether they are new and have never opened an issue until now or they were existing, they are still a customer as far as the automation condition is concerned.

So now let's look at your true requirement. You are trying to identify new customers. And by new I assume you mean this is the first issue that they have created. Assuming this is your goal you may find this article useful - Using-Automation-to-Screen-New-Customer . In this article I talk about how do use automation to identify and flag new customers. Once you have them identified/flagged then you can use that condition in an automation role to take an action.

In conclusion I think you were originally thinking of the automation condition  "initiator is not a customer" incorrectly because in your use case the user is a customer. I hope this makes sense.