Is there any way that when a customer responds, the ticket does not transition to "Waiting for support", but transitions to the status it was in before "Waiting for Customer"
I mean that for automation, instead of making an issue return to a specified status , but rather roll back to the previous status.
Hi @Sofia Quintero , you could achieve this via automation in conjunction with a custom field (previous status). Actually two rules...
Rule 1 - Record previous status
Rule 2 - transition back to previous status on comment
you might read this previous post - How-can-I-record-the-last-status
if this option is not too complex/undesirable and you have trouble setting it up LMK.
Hi @Sofia Quintero ,
Someone raised same concern, please check the below
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