If a ticket’s Status is set to “waiting on requestor” it changes to “in progress” only if the submitter responds to it. If any of the followers respond on the email, the ticket’s status is not impacted, and it remains “waiting on requestor”, which might be misleading in some scenarios. Status should change if any of the followers have commented. Is there a setting or a rule that can be created to implement this in IIQ?
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I did some digging into our rules page. Do you typically have teams assigned to work on a ticket or just an agent?
You can apply a rule that when the agent updates the ticket, it can set the status of the ticket. I have attached a screenshot that shows this.
There are other filters you could try as well!
Thank you so much for responding. I am not able to locate how to create new rule.
Head to administration and under the rules tab, there should be the screen to create a new rule (check top right corner). Make sure to look at what you are creating the rule for, Ticketing/Assets/Users and check to see the “trigger”
We created two Statuses
- Requestor Responded
- Follower/Agent Responded
And we use these two When Updated rules.
The ticket updates to Follow/Agent Responded even when an external email follower replies. Great for communication with parents about a student’s tech issue.
Hi Kathryn, my view of IIQ is different, than what you shared. I have asked my administrator to try out the solution whenever they find time. I don’t have access to create rules. If it works, I will definitely update you. Appreciate your efforts.
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