Automation is not changing to respond to customer
Actual: When a service desk agent responds using the comment field, it does not transition the status from "Waiting for support" to "Waiting for customer" and therefore does not pause the SLA.
Expected: When an agent responds using the comment field, the ticket transitions to "Waiting for customer" and pauses the SLA.
Please see attached for a screenshot of my automation.
1 answer
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