Pending to open

Answered

2 Comments

  • Dan Ross
    Comment actions Permalink

    Hey Juan,

     

    You'll need to have your agents assign the tickets to themselves when they reply before setting to Pending. If you do that, you can setup a trigger similar to this:

     

    ALL must be true


    Ticket is updated

    Status is Pending

    Comment is Public

    Current User is (End-User)

    Action

    Status -> Open

    Hope this helps!

    0
  • Juan Manuel Cruz Galan
    Comment actions Permalink

    Dan thanks a lot for the help know we are able to do this task automatically. Great weekend-

    0

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