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Trigger to re-assign a ticket when a customer replies

Answered


Posted May 18, 2024

Since we have several departments, and some are not forward facing, there are times when a ticket is being worked on, and a customer replies to the ticket. Since the back office team uses their groups as a task list, it is possible for a customer response to go unnoticed for a long time. But I am having trouble creating the trigger to move that ticket for better visibility automatically.

 

 

It is currently set up to move the ticket if the update is sent via Email, however since customers can update tickets via the web form, those responses are not being tracked, but if I add web form it moves EVERYTIME the ticket is updated by an agent…

Is there a way to only trigger the workflow when a customer updates a ticket and not an agent?


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Dave Dyson (gmail)

Community Moderator

Have you tried adding the condition Current user - is - (end user) ?

 

That should prevent the trigger from firing when the updater is an admin or agent.

 

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