update ticket status on customer reply to e-mailSOLVE
Sep 27, 2018 8:51 AM
I'm setting up our tickets workflow and I'm struggling a bit with it. Right now, we have hooked our support e-mail to an inbox for our support team and configured it to automatically open a ticket for each new mail.
The problem we see is that when I reply to a customer mail, directly from the ticket and set it as 'waiting for customer', when the customer replies back, the ticket remains on that status.
I tried setting up a workflow to identify the customer reply and set it to in process but as far as i can see, the same ticket cannot be enrolled multiple times in the same workflow.
How do you guys think is the optimal way to achieve this? I'm just trying to set the ticket to 'in process' when the customer reply to the e-mail.
Looking forward to your insights! 🙂
Solved! Go to Solution.
Oct 2, 2018 3:26 PM
This would require re-enrollment through Ticket workflows which currently is not a functionality of the tool. We do not have time frame on the release of the re-enrollment functionality in Ticket Workflows. For now the status of tickets will have to be managed manually.