We need to be able to see a list of tickets that customers have recently sent a response to (tickets that are flagged with 'Customer Responded').
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Create a dashboard view that shows only tickets that the customer has responded to
+12Hello,
Although the ticket states like New,Customer Responded,etc. cannot be used in the filters to create a view, this could still be made possible using the combination of a custom ticket field and automations. To setup this view, please do the following:
1. Create a custom dropdown field under Admin-> Ticket fields section and provide the two options Yes and No. Let the field name be "Customer Responded?"
2. Move on to the automations section and create a new Observer rule to listen to the customer's reply event and make the changes to the field. Here's how you can setup the rule:
When any of these events occur -> Reply is sent by Customer
Actions -> Set "Customer Responded?" as Yes
3. Now, you can filter for tickets with customer response using this dropdown value in the ticket list page.
4. Create another Observer rule to automatically change the value from Yes to No when there is an agent response on the ticket.
When any of these events occur -> Reply is sent by Agent
Actions -> Set "Customer Responded?" as No
Cheers!
This seems like just a workaround. It would be far more helpful to be able to filter on the value of "State".
Even being able to sort by State would help. I'd prefer not to have to add the clutter of a custom field in order to work around this.
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