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
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Simon Ashcroft
commented
Add functionality to create an automation rule that updates a ticket’s status to Pending whenever a technician adds a response—whether it’s a public reply or an internal note. We're currently relying on an external automation tool (Zapier) to achieve this. It would be good to streamline all ticket automations into Atera directly instead of relying on third-party tools.
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Jamie Andrews
commented
Would be useful so we can set a rule for when there's a response it sets the ticket to Pending.
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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.