Hello Team...I am trying to work on a global rule (not Legacy) that will reopen a closed or resolved ticket if the customer (not agents) comments. As we are trying to move all Legacy rules to new automation this one seems a bit difficult to manage with new automation rules. The options I see...appear to trigger on any comments not just from customer. Please advise
Hello Jack...the one in the library appears to refer to all comments (internal/external) and not specifically to customer comment (unless I missed something). I dont want internal comments after the ticket is closed (like...please log time on ticket) to trigger it to reopen. Hope this provides clarity
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