Help Desk and Ticket Status

[SConsultant]

Hi there,

We have recently migrated our ticketing system over to the new Help Desk feature.

We have some workflows which depend on a ticket changing status.

For example, when a ticket is 'New', it runs through a workflow designed only for new tickets.

Previously, when a ticket was closed, and a customer replied to it, we could leave it closed (with the option for having it move to a status like 'Customer Replied')

However, now with the new Help Desk feature, it appears any tickets which are closed or 'Pending', which are replied to by the customer, are automatically moved to 'New'. In the Activity Logs, it looks like this is being done by 'Conversations' which I assume is the new Help Desk Integration.

Is there some way to customise this behaviour, to either have tickets not changed status automatically when a customer replied (we can handle with our workflows instead), OR choose what status they are assigned depending on criteria, rather than just 'New'.

 

[karstenkoehler · Accepted solution]

Hi @SConsultant,

It sounds like you're referring to these settings in the pipeline automation options 🙂 https://knowledge.hubspot.com/object-settings/automate-ticket-pipelines#update-ticket-status-from-as...

Best regards