How do I add a transition to show Waiting for Customer once a ticket has been responded to?

[Shannon Hoskins]

My current workflow shows- 

[Shannon Hoskins]

Should automation be set up if it is in the workflow?  I did not set up automation as to change the status

[Trudy Claspill]

Hello @Shannon Hoskins 

It appears that your workflow already includes a Waiting For Customer status.

You can create an Automation rule to detect that the issue "has been responded to" and have the automation rule transition the issue to the Waiting For Customer status.

What do you mean by "has been responded to"? Do you mean a customer facing comment has been added?

And in transitioning the issue then to Waiting for Customer, should that be done only if the issue is in a particular status, such as the Waiting for Support status?

[Shannon Hoskins]

Hello,

I was able to use automation to get the tickets to open when the customer responds.  Thank you for that.

I'm still not able to get the transition to show waiting for customer when we reply to customer.  It is showing in the workflow.  

[Shannon Hoskins]

[Shannon Hoskins]

[Shannon Hoskins]

What am I missing in the workflow to make this change from Waiting for support to Waiting for Customer?

[Trudy Claspill]

You said you created an Automation to reopen the issue when the customer responds. Can you provide a screen image showing that Automation?

Did you create a comparable Automation to transition the issue when the agent replies to the customer? If so, can you provide a screen image of that Automation also?

Is that Automation getting triggered? Can you provide a screen image showing the output in the rule execution Audit Log for when the rule runs?

[Shannon Hoskins]

I have not created automation when agent replies to customer.  If that is in the workflow, would automation be needed also?

[Trudy Claspill]

You said

"I was able to use Automation to get tickets to open when a customer responds "

Please show us what you did for that.

I don't understand what you are basing this on:

"If that is in the workflow..." 

What are you seeing in the workflow that you thinks the workflow should automatically transition a ticket to Waiting for Customer when an agent adds a reply?