Status Waiting for Customer

[FlorinBuffet]

Hi there
How can i automate setting the status “Waiting for Customer” when an agent wrote an email back to the client? For notes the status should not change.
I already found out that i can use triggers for that but somehow the documentation doesn’t lead me further on how i have to configure that.
Best Regards
Florin

[sebschremser]

We use a “waiting-for-customer” tag (no actual state).
Our trigger has the following conditions:
State - is - open
Group - is - Support
Action - is - updated
Updated by - is - current user
Visibility - is - public

Action
Tags - add - waiting-for-customer

Maybe you can adopt it a litte bit to meet your requirements.

[Robz]

What if the agent edit the “To” field to another email address? or forwards to a 3rd party?

If possible, maybe add a field that states if Send to field equals customer/user and if not set a waiting-for-3rdparty or something. Not critical, just my 2 cents to improve the function

And why not use a State called “Waiting for customer” as well as tag?
Which will update back to “Open” if there’s a reply (state = Waiting for customer, new article/mail = state back to open)