Set ticket status to in progress on reply
Set ticket status to in progress on reply
When customer replies arrive on support tickets, your engineers lack clear triage context and handoffs stall. The workflow marks those tickets In Progress on reply so your on-call team sees updates same day.
Workflow preview:
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Overview
When customer replies land on tickets, queues can appear unchanged and engineers miss context. This flow flips qualifying tickets to an active state on reply so your telecom support sees the right work and can act same day.