Keep support handoffs clear when engineering closes tickets

Engineering managers update Eng Ticket Status without notifying support, causing cases to stall. It sets ticket status and posts an internal case comment so support agents have clear handoff context.

Overview

Handoffs between engineering and support often leave agents without context, stalling customer cases and risking escalations. This workflow converts Eng Ticket Status changes into ticket status updates and an internal case comment so support resumes follow-up with clear context and fewer stalled cases.

Notable Features

Update support ticket status
Create internal case comment
Notify assigned support agent