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How do i process customer reponses?

Related products:Freshdesk
  • November 9, 2012
  • 3 replies
  • 24 views
R
Apprentice
I want to change statuses, tags etc when a customer responds to ticket. How do i automate this? It seems to fall between dispatch'r and supervisor. Ideally dispatch'r could update ticket based on trigger of customer response.

3 replies

R
Apprentice
  • richard
  • Author
  • Apprentice
  • November 9, 2012
Currently trying to use supervisor with ruleset that says:

Hours since requester responded > 0 
AND
Hours since requester responded < 0 

so that it only gets applied once. But if supervisor doesn't run within that hour, or runs twice within the hour i'm going to have problems.  It seems a little shaky at best.

Please advise.
V
Contributor
  • vijay.shankar
  • Contributor
  • November 9, 2012
Hi Richard

As you mentioned, Supervisor will execute once an hour on existing tickets and execute the actions

We're currently working on another Automation feature, that will trigger specific action, whenever some update occurs on the ticket, which you can customize

This is still in prototype mode, but will take sometime for development

regards
vijay
J
Contributor
  • josh_15767
  • Contributor
  • October 23, 2017

There is now the "Observer" automation that fits this need:


https://support.freshdesk.com/support/solutions/articles/99047-creating-a-new-observer-rule


Just an FYI for anyone that comes across this thread. :-)

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