Trigger when requestor (customer) updates a ticket with new response?



  • Konstantin

    Nicholas Deary,

    Instead of using the "Ticket Status" and "Updated Via" options, try using the "Ticket" option, as this allows for the "is updated" parameters. So your Conditions would look like:

    Assignee | is | {agent's name}

    Ticket | is | Updated

    You may also want to add the "Current User is not Agent" option, to ensure that only your customers/end-users are the only ones triggering this rule...unless you want other Agents' updates to trigger this policy, then you would want it to say "Current User is not Assignee".

    I hope this helps.


  • Nicholas Deary

    That looks like it's worked. Thanks a lot!


Please sign in to leave a comment.

Powered by Zendesk