In Admin>Automations>Ticket Updates>When an action in performed by… add an option for “Anyone”. This way I can have a rule apply no matter if it’s an agent, requester, or someone else.
This would be especially helpful when creating rules for reopening tickets. If anyone replies to the ticket, I want it to reopen or else it will get missed.
+2When Ticket is updated
When an action performed by Requester
When Reply is Sent
If Group is “Support”
AND
If Agent is ANY
AND Agent status is Unavailable
Actions Assign to Agent NONE
AND
Assign to Group “Support”
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