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Question about changing status of a ticket

Bart Heytens

When a ticket is created, an automation links an executor (Assignee) and gives that ticket the status ‘waiting for support’.

When that performer (Assignee) answers the ticket via ‘reply to customer’, that ticket gets the status ‘waiting for customer’.

So far, everything is ok.

In a certain automation, a ‘request participant’ is assigned (a second person).

When that person (request participant) answers the ticket via the ‘reply to customer’, the status does not change, it remains on ‘waiting for support’.