Browse Snap-Ins
customer-comment-stage-transition
Customer Comment Stage Transition
by DevRev

Customer Comment Triggered Stage Transition

Features

Closed ticket update

If a customer comments on a closed ticket, the stage will transition to the first stage of the "in_progress" state. If the ticket is not closed, the stage will update to the first stage of the "open" state. This process excludes tickets marked as spam.

Awaiting customer response or on-hold update

When a customer comments on a ticket in the "awaiting_customer_response" or "on-hold" stage, the stage will switch to a predefined stage specified in the configuration. Similar to the first scenario, this automation does not apply to tickets marked as spam.