Just a thought... Could you create a rule to change the status to "commented added" when a reply has been made?

@DLikiardopoulos 22023df ocsit Thank you for submitting your question! There are multiple ways to do this!

One way is to have the “When updated field / comment” change the ticket status to a custom status or the next stage in your workflow. 

 Another way would be to have the same “When updated field / comment” to email the assigned agent when the requestor submits the ticket. 

I hope this helps 

@Kathryn Carter I know this is few months old and it works however when an agent leaves a comment the agent are getting the email that a comment was left. Is there anyway to filter when only a requestor leaves a comment.

Thanks

Ron

@RWatson You can select all requestors, and this should solve your issue. 

@Kathryn Carter 

Thanks so much! this saves us so many emails when we make a comment. Follow up to this. Is this dynamic so when a new requestor gets added to IQ it will update this list?

Thanks

Ron

@RWatson I am not entirely sure if that is dynamic, but I would assume it will not be and will need to be updated as you add additional users into the system. 

Do  you think this would work too instead of adding all requestors? Just add the roles?

@jmerwin Great workaround, That should work!