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Hello,

Does anyone know if there is a way to setup alerts/notifications if someone edits one of their tickets in the portal?

Also, I've noticed when someone does edit their ticket via the portal, it still remains in the answered queue and does not move back into the "Open" queue, is this how it should work?

Is there a way to differentiate between tickets that have been edited/updated/modified by the end-user via the portal and tickets that haven't been edited, or to be alerted of the modification?

Thanks!

Only agents can edit tickets. So if the agent edits it and they want the status to change then they should change the status.

Also there is no way to send an alert on a ticket being edited.

    ntozier

    End users are also able to edit tickets they've sent in, via the portal. For example if they have filled out a form, they may update/edit those form fields, FYI.

    Gotcha though, the status does not change if a end-user updates the ticket.

      but thats not actually editing a ticket... that is editing a form. It's an extension to the ticket, but the ticket is the base. I get what you mean though. ?

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