Automatically getting more info, then notifying when customer has responded

“New” indicates the first response SLA has not yet breached / been achieved. The reply from an automation to the customer will not meet the response SLA. 

Therefore, “Requestor Responded” will not show in the state until the First response is complete. 

I would have a workflow that says, when requestor replies to “Conditions for my specific ticket”, then tag that ticket, and have a separate view of those tickets, to show that the requestor responded to those particular types of ticket. 

​@JimNorton We do something similar, I created custom status of awaiting agent and awaiting customer.  Whenever the system sends the email I use that same action to set the status as awaiting customer and then I have a separate Automator that when a customer replies it sets the status to awaiting agent, you could use a different custom status to set the status and you could also set a group at the same time.

Roxwell,

Sincerely thank you for responding.

What would be the “catch” that I can use to identify when the customer has responded to the automation? I can’t seem to find anything that would identify this. I’d like to catch the response, and add an agent at that point.

Sincerely thank you for responding.

What would be the “catch” that I can use to identify when the customer has responded to the automation? I can’t seem to find anything that would identify this. I’d like to catch the response, and add an agent at that point.

The event trigger is reply is sent and note added is of type any, followed by a conditional that looks to see if the ticket fields.status is “awaiting customer” then whatever actions you want to take.

So, this is what I have in “ticket updates” automation section. I can confirm during my first automation when ticket is created, that the status “Waiting on Customer” is added, and it shows in the ticket list.

This does not seem to “capture” when the customer responds to the initial automation email with updated information. It does not “Add Agent” at the bottom.
 

Are you saying this is combined with the same automator as the one that sets it to waiting on customer? If you are it has to be a separate Automator not all combined into one.

No sir. I have this in the “Ticket Updates” set of automations rules (as opposed to the “Ticket Creation” set of automation rules. This (the image) is all that is setup for this rule. The automation that sets it as waiting on customer is in the “Ticket Creation” set of rules and it works fine.

To resolve your issue, create a custom ticket status (e.g., “Awaiting Customer Response”) in Freshdesk and configure an automation that triggers when a customer submits a request. This automation should send your predefined response and set the ticket status to “Awaiting Customer Response”. Then, create a second automation that detects when a customer replies to a ticket in this status, updating the status back to “Open” or a custom value like “Info Received” and optionally adding a tag. This way, tickets requiring action will clearly shift from “Awaiting Customer Response” to an active status, and you can create a custom view filtered by the new status/tag to quickly identify ready-to-process tickets.

Automating information retrieval and response notifications can greatly improve efficiency and customer engagement. Streamlining this process ensures timely follow-ups and better service!

​@JimNorton where this automator is in your order of automators matters, If other automators also rely on some of the same things it would not run.  For testing purposes put that automator at the very top of your automator order list and try it again.  I’ve had that be the issue a ton of times.

​@JimNorton You can also try using API (webrequest) instead of action node in the workflow, to send the first email back to the customer.

https://api.freshservice.com/#create_a_reply

This will remove the ‘new’ tag when the customer replies back.

We did something like this too. We created a custom status called “Awaiting Customer Response” and set it when we send out that first email asking for more info. Then we made a separate automation that checks when a reply comes in and moves it to “Open” or “Info Received” so it stands out in the view.

On a side note, we also document these steps clearly for the team in a third party app we currrently use which is eesel

Hope this helps!