Thanks email ignored, status remains pending

5 Comments

  • Jessie Schutz
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    Hi Martin,

    The first thing that springs to mind is that you have a Trigger set up that keeps the Status as pending. Are there any tags or anything else that these "ignored" responses have in common?

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  • Martin Meraner
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    Hi,

    I checked that one and none of them updates the status (we use it mainly to divide between groups and send agents notifications). I thought this might be a general problem or feature. If someone wants to try to reproduce, then it would just be to set a ticket in Pending state, let the customer reply with thanks and check if it is still Pending, as the thanks in my case is not considered an update (though I retain it an update to solve the request instead of leaving it pending).

    Best

    Martin

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  • Jessie Schutz
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    Martin,

    Can you post a screenshot of the Trigger that's supposed to keep the status in Pending? I can't reproduce it accurately unless I know exactly how you have it set up.

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  • Martin Meraner
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    There is no such trigger as I specified above.

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  • Jessie Schutz
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    Hey Martin! Sorry about that, I misread your comment.

    I think this is something that's going to require more detailed troubleshooting, so I'm going to get a ticket opened for you. You'll be receiving an email from me shortly!

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