just wondering if someone could give some feedback on setting up a workflow as i seem to struggle with it sometimes.
concept would be → agent send reply to user → agent puts or can we automate that the ticket changes to status waiting user reply (if possible even adds agent as watcher) → when user reply’s it changes status back to assigned.
I know this is standard, but im having some issues on how to set it up, i keep trying, but its not working.
Do i need to use custom objects for this?
Any help will be appreciated
Best answer by Preethi SView original