Why is my New ticket being created in Open status? Follow

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2 comments

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    Tom

    The problem is, now when a user replies, I cannot differentiate between the new Tickets and the replies I'm getting. 

     

    I prioritize the replies first then only handle the new tickets. Am I missing something here?

  • Avatar
    Jessie Schutz

    Hi Tom!

    This is kind of tricky...the only thing that's springing to mind is using a Trigger to identify when the updater on the ticket is an end-user, and applying a tag to the ticket. Then you can create a View to separate out the user responses from the new tickets.

    Do you think that would work?

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