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Justin Bridges
Joined Oct 16, 2021
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Last activity May 18, 2024
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Latest activity by Justin Bridges
Justin Bridges created a post,
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?
Posted May 18, 2024 · Justin Bridges
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Justin Bridges commented,
I have to agree with the posters above. This is a major roadblock to the realistic management of personnel. I have been following this feature for a while, and the release keeps getting pushed back. As the feature gets pushed back, I have also had to push back implementing some policies and procedures for my staff. But as we continue to grow, it is becoming harder and harder to run my business without those.
In January of this year, we were looking at a Q2 release.
Then in May, it was moved to Q3.
Lastly, in August, we were moved back to Q4.
Any specific information you can provide would be greatly appreciated. Are we likely to get pushed back again? Has the team settled on a projected release date?
View comment · Posted Sep 29, 2022 · Justin Bridges
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