I have found a way to automatically set a ticket to “Awaiting reply” when an agent has responded using “Ticket Reply is Sent” as the Event. But I cannot figure out how to automatically set a ticket back to “open” when a requester then responds again.
Question
Automate ticket status?
+9- Top Contributor ⭐
Workflow Automator:
Event: Note added is of type Any, Reply is received
Condition: Ticket Fields.status is Awaiting Reply
Action: Set status as Open, Send email to agent.
Because Freshservice uses order or Automator's make sure this Automator is towards the top of you Automator list.
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