Ticket status doesn't update when customer replies for a second time in a row
we have discovered a problem with FreshDesk tickets - when a client replies to a ticket twice in a row (for example, we need him to send us two documents but he can't send them at the same time), the date of the last reply stays the same as it was when the client replied for the first time. So our agents don't get notification that the ticket has been updated and we would have to check manually if the customer replied for the second time (which is not a working solution). Could You fix this?
This should be handled by tweaking the default Observer rule. You can navigate to Admin -> Observer rules section and choose the rule "Automatically re-open tickets when the customer responds" . By default, this rule checks for the condition whether the ticket is not in the OPEN status when there is a response coming in.
For your case, you can remove this condition so that irrespective of the status, the reply would trigger an email notification to the agents.
Thanks! I updated the Observer rule as You advised so it should be ok now.
I set up the Observer rule as You suggested but that actually didn't solve our problems - the problem is that the time of the latest reply (that we see when we filter the tickets) doesn't change after:
a/ client replies for a second time in a row (without our agent's answer in between)
b/ the requester's e-mail changes due to forwarding the e-mail on the client's side (so FreshDesk doesn't notice requester change)
Changing the Observer rule simply sends a new e-mail whenever there is requester's answer but that doesn't solve any of these problems. What can we do with this?
Sorry for getting back pretty late on this thread. In case if there are no agent replies on the thread, you'd see the flag Customer responded next to those tickets. You can sort by "Last updated" and you should be able to identify the latest ticket where a customer response has been added irrespective of whether it is the actual ticket requester or any other user.