Hi everyone,
I'm building a ticket status automation for our Finance workspace, and I'm facing a challenge I hope the community can help with.
The goal:
Whenever anyone except the assigned agent interacts with the ticket via a conversation, the status should automatically change to “In Progress.” The reasoning is that they want the status to clearly indicate who is currently responsible (Requester replied, agent is now responsible..).
This includes all types of conversation activity, such as:
-
Requester replies
-
Agent replies (excluding the assigned agent)
-
Forwarded emails
-
Public notes
-
Private notes
-
Private discussions
In other words, any kind of input on the Conversations tab, from anyone other than the assigned agent, should set the ticket to In Progress.
Desired flow:
-
New ticket created: Status = Open
-
Ticket assigned to agent: Status = In Progress
-
Assigned agent replies: Status = Pending
-
Anyone else replies or adds note: Status = In Progress
The challenge:
The automation rules in freshservice don’t seem to offer a condition like:
→ “If the update was made by someone other than the assigned agent”
Also, I haven’t found a universal trigger that can capture all types of conversation updates in one rule (i.e., replies, notes, discussions, forwards, etc.).
Has anyone solved this?
Is there a way to cover all conversation types under a single or combined trigger?
Would really appreciate any ideas, workarounds, or examples from others who’ve tried to automate similar status transitions.
Thanks so much in advance!