Mark responded if tech replies via Teams or Ticket | Voters

Mark responded if tech replies via Teams or Ticket

complete

Michael Kanet

If a technician responds to a chat request in Teams or on the Ticket directly it does not prevent the thread going into Swarm mode. It would be nice to mark the thread as having been responded to if a technician is assigned the ticket and a response is sent via any method.

February 22, 2023

Stephen Boss

marked this post as

complete

Derek Gabriel

This is important, we're still answering tickets in our PSA (Autotask) because of the integration with RMM when there is a hardware related ticket, and the problem we have is that Thread doesn't recognize a response or update done in Autotask as activity which prevents SLA Breach and swarm alert.