Question

Status open when requester replies

  • 23 November 2022
  • 3 replies
  • 37 views

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Hello we are new to freshservice and used to work with zendesk. There was default behaviour in which the status of an incident would change to ‘open’ whenever a requester or CC replies using the portal or mail. We tried to set up a workflow automator doing exactly that, but we can’t seem to get it to work under all conditions. Only when a reply was sent through the portal, the status changes to open. When a reply is sent through e-mail or public note it doesn’t seem to work.

We would also like to include the freddy thank you suggestion.

 

 

 


3 replies

Userlevel 2
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Not knowing Dutch it’s hard to comment on the specifics of your rule. But we have seen no issues with our workflow as below.

 

 

 

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Not knowing Dutch it’s hard to comment on the specifics of your rule. But we have seen no issues with our workflow as below.

 

 

 

Hey Jorn, and what is the event exactly? Reply is sent?

Userlevel 2
Badge +6

“Reply or forward is sent”

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