Ticket rules

altalus

Hi 🙂

I am looking how to make sure to changed the status of a ticket when the customer replies. We have a status called "Waiting for customer" which, when the customer actually replies, should change to "Open".

I cannot for the life of me find how to do this in 1.17.3.

Thank you !

KevinTheJedi

altalus

Set the Waiting on customer status to a Closed state and set it to allow re-open. That way when the user replies it reopens the ticket and changes the status. Other than that you must manually change the status.

Cheers.

altalus

KevinTheJedi

Thank you for the reply. I'll see what we can do then as I would not want tickets to stay in the "Waiting for Customer" forever either 🙂