Automatically change the status of a ticket based on chat actions
complete
M
Mark Marquez
Can we look into this to see if we can move this out of "completed" status Ricky Balmaceda?
The status automation does work on an initial reply to a ticket, but the partners would like to see if they can have this status automation work on each tech reply after that as well.
So if a ticket is in "Customer Replied", it will update it to "Waiting Client Response" when the technician has replied. To prevent them from doing this manually each time
CC: Blake Brooks
Autopilot
Merged in a post:
Automatic Ticket Status Update After Technician Reply in Live Chat/Messenger
B
Blake Brooks
The requested feature is to automate the ticket status change (i.e., “Waiting Customer”) immediately after a tech reply.
Benefits:
•Ensures accurate and timely ticket status updates, reducing risk of missed communications
•Improves technician response visibility—clients won’t receive mistaken reminder notifications
•Streamlines chat workflow and eliminates need for manual status updates
•Drives more responsive support, enhancing overall customer experience
•Reduces operational overhead and human error in ticket management
Autopilot
Merged in a post:
New feature to create a flow action to update status of tickets
E
Enrqiue Resendez
We have automated tickets that alert users that the mailbox is reaching x % from M365 quota limit so they can take appropriate action but will stay open unless we close them.
It would be great to have the ability to auto close or complete certain informational tickets like these Mailbox Quota ones via Inbox rules or workflows.
Autopilot
Merged in a post:
Add close to PSA actions
P
Peter Just
Add the ability to create a flow that will automatically close tickets based on pre-set crieria.
Stephen Boss
marked this post as
complete
Threads can now automatically move to an “in progress” status when any Inbox user sends an initial message. This helps MSPs report more accurately on Response SLAs and total time worked (and saves a few clicks for fast-moving techs).
We've heard that automatically moving threads to "In Progress" helps prevent artificially high Response SLAs and incorrectly lower "total time worked" stats. And, as an added perk, this eliminates the need for techs to manually update a thread's status when first responding to a customer.
How to Use:
- Go to Inbox > Preferences > Workspace.
- Click the + Board button and select a board from the dropdown.
- In the “In Progress” column, select the value that represents the first “in progress” status for your team.
- Toggle the “Set thread to 'In Progress' after the first reply” option to ON.
G
Griffin Steinman
Create custom workflow rules that have the ability to change the status of a thread
-Total IT.