While creating automation, it only gives option to select Agents/Requestor/Both/System. There is no option to select ticket collaborator.
We have a use case to update ticket if ticket collaborator takes certain action. Due to unavailability of this, we are unable to achieve our business use case.
+4And with threads introduced this an even bigger problem. Since the data is not triggered at an event it is not even possible build a custom app for this. 😔
+2We are looking for the same functionality as well. We would like to update the status of a ticket when a collaborator provides comments on a ticket. This would allow our agents to sort/view only tickets that require review with the new status assigned to those tickets.
+8We are looking for the same functionality as well. We would like to update the status of a ticket when a collaborator provides comments on a ticket. This would allow our agents to sort/view only tickets that require review with the new status assigned to those tickets.
According to this Idea it’s already on their roadmap and will soon be implemented:
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