Automation based on technician reply
Currently, you cannot create any ticket automations for when an engineer replies to a ticket.
I.e set status to pending when engineer replies to ticket.
Benny Goinar
shared this idea
Nice! The feature you requested is being considered for development. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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abigael abigael
commented
Have a trigger based on customer response, that would then send an email to the customer. Right now, there is no trigger for tech response. This would improve quality of our service.
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Phill Barnes
commented
Expanding on this, a I'd be specifically looking for a rule to assign the ticket to the technician who repsonded. Eg, sometimes a ticket will be unassigned, a tech will read and want to take responsibility, so I'd like a rule that whomever first responds to a ticket, if it is unassigned, the ticket auto assigns to the first responder.