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How to change status automaticly in progress as soon as I reply to a customer

Hello everyone


Maybe some one can help me out with the following question.


I would like to create a new automation that does the following:


When a customer creates a new ticket the status in set to "to do" and I would like to create an automation that when I reply to a customer in automaticly sets the status to "in progress".


I couldnt figure out with the help of google/youtube on how exactly I create this automation.


could some one tell me what configurations I have to do in the automations function?


thank you very much.

1 answer

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Answer accepted
Laura Campbell _Seibert Media_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Sep 28, 2023

Hi @Emanuel Hausmann and welcome to Community.

Check out this sample Automation rule that shows how to change the status of a request when a customer comments:

You will obviously need to modify it a bit so that the initiator is not the reporter, but someone with an agent role, and then select the correct initial status ("to do") and the status you want to transition the issue to ("in progress"). The due date update in the sample rule is just an example and not required.

I would recommend checking out this guide too for some good background information:

Thank you very much Laura

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