Automated ticket movment between ticket stages: moving tickets based on last ticket reply.
Keeping track of replies from customers is important (as your own support agrees on), going through each open ticket daily to check for customer replies is not sufficient.
We need more triggers for the actions that move tickets between ticket stages in the ticket pipeline ("waiting on customer", "waiting on us", "closed", etc). I can see that the actions are there, but the triggers are missing.
I want to make a workflow that goes as this;' trigger: "last event on ticket is a customer reply" -> action: "move ticket to status XXX" ', the actions are there but the triggers are missing.
I think you are tracking last customer reply and last aget reply (becaus i can make an argument say "if last reply is 2 days ago..."), but its just not an option to make it so the trigger is "when last customer/aget reply", as far as i see its just possible to make the argument "reply is not yesterday/x days ago/" and so on - witch makes little sense when we are keeping a dialog with customers.