I’ve created a “we replied” status.
I’ve got an automated rule (running hourly) to catch open tickets which a user updated during the past hour without us having since responded to their update. The rule has these conditions:
Open/Closed = Open
Last public reply from = Customer
Status - is not - Active
Set Status = Active
Send email notification to = Assigned staffer
When I use ‘test conditions’ the rule is properly catching tickets matching tickets if they customer updated via the portal / request.check but tickets updated by customers are not being caught.
A difference I see between the tickets is that tickets updated via portal / request.check are marked as public notes while emailed updates are marked private.
I get the sense from the phrase “Last public reply from” that the emailed responses would be caught by the rule if they were marked public instead of private, but I’ve been unable to locate a setting for that. I’m also unable to find any rule menu options for customer private updates.
Is there a way to get such a rule working on emailed replies or a work-around available?