Automation for status change

[Jack Charnley]

Hi All,

I'm wanting to set up an automation so that the status changes back to in progress when a client replies on the ticket, however the issue I am currently having is that it's changing when we reply to the client as well as when the client replies. Is there a way the automation can be set up to just work 1 way rather than both?

hope that makes sense! 

thanks! 

Jack

[Jack Brickey · Accepted solution]

Hi @Jack Charnley ,

if we can assume that's the customer is the Reporter then consider adding an "Initiator is reporter" condition. Where this would fail - request participant customer comments.

[Jack Brickey]

Actually this is better...

[Jack Charnley]

Hi @Jack Brickey 

Amazing, worked perfect. Thank you!