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Update status when reply received from cc

Related products:Freshdesk
  • June 13, 2014
  • 4 replies
  • 70 views
P
Contributor

Hi,


We have an observer rule set up to change the status of tickets from waiting on customer back to in progress when the requester replies or ads a note. This has been working, but we've noticed some tickets falling through. 


The issue is that we can't seem to find any way to initiate the rule when one of the CC recipients on the ticket replies, or in fact if anyone replies to it outside our organsiation.


Is there anyway to achieve this? If not can this functionality be considered for implementation please?


4 replies

G
Community Debut
  • gmerizzi
  • Community Debut
  • April 25, 2016

+1

aravind.sundararajan
Skilled Expert
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Hello Paul,


The observer rule can be configured to change the status when a requester replies to a ticket. Note that in this case, the system considers responses from both the actual requester and a CC'd user for the trigger when the condition is set as "And the events are performed by -> Requester " .


Cheers!

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T
Community Debut

Hi Aravind,


I have the same problem:

Ticket status is not changed when a response from a mail in cc arrives.

I have set the rule the following way:

image

And tested it "successfully"--> meaning the ticket wont change status.


So my question is:

How do I accomplish that the ticket status change when a customer in cc respond to the ticket?


Kind regards,

Torsten


V
Community Debut

Hello Torsten,


Any reply coming to the ticket other than an agent response is considered as a requester action for Automations. Hence, your rule would work when a CC replies to the ticket.


If it doesn't work as expected, please drop us an email at support@freshdesk.com with a screenshot of the rule as well as the ticket in which it should've run and we'll take a look at it.


Cheers!


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