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How to get visual indication that a customer has replied to a ticket w/o the ticket status changing?

How to get visual indication that a customer has replied to a ticket w/o the ticket status changing?

 

We're currently needing to refine our Ticket Status workflows in such a way that makes it impossible to know when a customer has responded (as in normal cases, a customer response would trigger a status change to some sort of "pending" ticket status that our agents would be able to visually identify tickets that are awaiting responses. 

So without using the ticket status as a "Ticket needs a reply" indicator, is there another way to possible add a property or column in the "ticket queue" overview when a customer responds? 

1 answer

1 accepted

1 vote
Answer accepted
Gaurav Community Leader Dec 23, 2021

Hello @Christopher Simonian 

This is an interesting scenario, something which I have never tried before. Now that I think, this is possible using Automation and a custom field.

The Automation can be used to set the custom field to a particular value which is then used as a display column on the queue.

For the Automation, the trigger would be 'issue commented', check the condition for internal or customer comment and set the custom field accordingly.

Please let me know if any help/ guidance is required for the automation.

Kindly accept the answer if this helps.

This worked wonderfully! I am still waiting on a few more interactive tests to complete before I can be certain this is working as intended, but so far it's working great. Thank you for the suggestion!. 

 

Side note: Is there anyway to add a visual color box around the value or some kind of color tint to the entire ticket’s “row” based on the field value of a custom column?

in our specific case we’d like to have a visual color indication based on the “Comment Status”

  • Replied - Green
  • Unread - Red

CommentStatus.png

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