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Activity Status Ticket Flow Rule

We need an option to create a Ticket Automation Rule based off the Activity Status and not just the ticket status. Case in point, we want a rule that will change a ticket's status to "Pending" whenever the ticket activity status is set to "Awaiting Requestors Response" so our SLA is paused.

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Alec Milam shared this idea  ·   ·  Report…  ·  Admin →
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  • Justin Scott commented  ·   ·  Report

    Exactly as it says... Allow ticket automation rule to be triggered by ticket activity status (which is an automatically updated field), not just ticket status (which is manual and can be forgotten).

    Use case - if ticket is waiting for customer reply for 24 hours, send reminder email. If ticket is awaiting technician reply for x hours, send email to rep and change priority.