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.
38
votes
Benny Goinar
shared this idea
-
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.
-
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.