Hi All,
Question - when we set “waiting for end user” status for tickets and the user replies the ticket is lost in the Q as the agent assigned to this ticket is now unassigned. The star (add watcher) is the only way to find out that the customer replied. BUT when we get tons of emails and notifications plus a lot of activity from the agents it is very easy to miss. can we change this somehow?Thanks!
Hello
Do you have any automation rules (Admin > Automation) that unassigns the agent when customer responds on ticket? As per product behavior, this would ideally not happen. Kindly share show activities of a sample ticket for better understanding. Also, are you trying to achieve a ticket view where all customer responded tickets show up? Looking forward to hearing your insights.
Thank you,
Freshworks Community Team
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