Answered - To Answer Tickets

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This was usefull to me:
I´ve wanted to give the agents a tickets view divided in:

Answered - To Answer Tickets

  1. Create a new object in tickets, name it “AnsweredState” and its values “Answered” and “ToAnswer”. When a Ticket is created the Default Value will be “ToAnswer”
  2. Create a Trigger that fires when an article is created, and article is type email, and article sender is agent. This trigger must change the field created in 1) to “Answered”
  3. Create another trigger that fires when an article is created, and type is email, and sender is customer. This trigger must change the field in 1) to “ToAnswer”

—You*ll have a field that will change with the email flow— then:
4) Configure “general vision” so the agent can see “Answered” and “ToAnswer” ticket groups