Ticket status update based on internal email replies
In service processes, it’s common for internal emails to be exchanged—without the customer in CC—for validation and alignment on the solution. In our case, for example, when one department communicates with another, the agent manually updates the ticket to a different stage.
Since there’s already an automation that updates the ticket status when the customer replies (or when we send an email to the customer), it would be extremely useful—likely for all teams—to have the option to update the ticket stage based on a certain number of internal email replies.
This would represent a significant time saving and create a cleaner workflow, as it would also allow notifications to be triggered for the relevant teams.