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Forum Discussion
Pending Status Update
Currently I have created a status for tickets where my team is requiring further information. However, when we are dealing with the amount of tickets we receive on a daily basis, its hard to keep an eye on tickets that the customer has replied on.
I tried to create a trigger so that it would make it easier to identify when a customer has responded to a pending ticket, however when I created the trigger, it would change the status from pending when anyone updated the ticket and not just the customer.
I know from using previous service desks (such as Zendesk) that the pending status made a massive difference in being able to identify customer responses.
Any advice or assistance on this would be greatly appreciated
Kind Regards
Scott
I tried to create a trigger so that it would make it easier to identify when a customer has responded to a pending ticket, however when I created the trigger, it would change the status from pending when anyone updated the ticket and not just the customer.
I know from using previous service desks (such as Zendesk) that the pending status made a massive difference in being able to identify customer responses.
Any advice or assistance on this would be greatly appreciated
Kind Regards
Scott
2 Replies
- Hi Jemmy
That has worked perfect. Thanks for your help - Hi Scott, you can create a trigger that only get activated when a ticket is updated by a customer:
