Automatically change Ticket Status

[daniel1]

Hi Team

I am wondering if it is currently possible to change the ticket status automatically, based on an action that you take:
For example, if we schedule an appointment, we would like to change the ticket status to “Scheduled”.
Or if someone adds a note in the coms section it changes from “New” to “In Progress”.

Thanks
Daniel

[canden.hicks]

Hi @daniel1,

This would be done by using our Ticket Automations. Here is a full article on how to do so, just keep in mind that Ticket Automations won’t work on any “Resolved” tickets.

1. Navigate to Admin > Tickets > Ticket Automations - New Ticket Automation
2. Input the Condition and the desired Action
   Once you click “Run Now,” it will begin running automatically, and there will be a notification The Ticket Automation is running that appears at the top of the page. It will run until deleted or disabled.

Ticket Automations

Ticket Automations are used to create rules and conditions for Tickets, then perform a certain action for those Tickets that meet the criteria. For example, if a ticket isn't updated in four hours, send an alert in Slack. You can setup an Automation and then every hour or so they will run on all of your Open Tickets. They don't run "on the hour," but they will run every hour. What it Does A Ticket Automation will run a maximum of 10 times per Ticket, and then no longer run. You can als…

[daniel1]

Thanks for your reply.
I’ve had a read through the article and had a look at the ticket automation section in the admin section.

Is there a way to set a condition to check for ticket appointments?

Thanks

[jeff8]

I’m looking for this same feature. Any progress?