HelpSpot Help Desk Software | HelpSpot Blog | HelpSpot Support

Change status when customer replies via email


#1

Hi,

We have created an Automated Rule that change the status when customer reply via email. This allow us to set a ticket to “Waiting customer reply” when we reply, and set the ticket back to Active when the customer reply.

Unfortunatly, this doesn’t work for reply sent by email. Is there a reason why ? What can we do to make this work ? Is there a way to create that behavior with a Trigger instead of a Automated Rule ?

The Automated Rule we’ve created:

Conditions:

  • Open/Close : open
  • Last public reply from : Customer
  • Status : Is : Waiting customer reply
    Actions:
  • Set status : Active

Also, I have found the following topic regarding the same issue, but it’s 6 years old :

http://www.helpspot.com/helpdesk/index.php?pg=forums.posts&id=6734

So, I am wondering if anything changed since then.

Thanks for your help,

Patrick Gagnon-Renaud