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  • If a ticket is on "waiting for customer" status and it is responded, can the status be automatically changed? and how it can be done?

If a ticket is on "waiting for customer" status and it is responded, can the status be automatically changed? and how it can be done?

 

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Steven Behnke Community Champion Aug 03, 2016

This is an out-of-the-box automation. This should work by default with customer accounts. If you go to Automation Rules, you can configure the automation rules.

Thank you Steven. 

Can you be so kind to let me know how to do this, because I´ve searched several times for this option and haven´t found it yet. I will appreciate the rout or option to set this up. 

 

Best regards. 

Steven Behnke Community Champion Aug 04, 2016

I believe this documentation covers the details – https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html

Again, the Transition on Comment rule should be set up automatically – If you've changed the Workflow you may need to indicate which statuses it should respond to.

Steven Behnke Community Champion Aug 04, 2016

If you have more questions please ask, the documentation is a solid start though.

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