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:
- Open/Close : open
- Last public reply from : Customer
- Status : Is : Waiting customer reply
- Set status : Active
Also, I have found the following topic regarding the same issue, but it’s 6 years old :
So, I am wondering if anything changed since then.
Thanks for your help,