I’ve set up a new ticket state that works together with a few automations and a trigger.
The state is called “Waiting for Customer.”
What it does:
Indicates that the next reply is expected from the customer, not the agent
Triggers a reminder email after 3 working days (via automation)
If no reply is received, the ticket is automatically closed after 7 working days
Tickets in this state are excluded from agent queues to reduce noise
If the customer replies, the ticket automatically reopens
I’d be happy to share a detailed setup in a separate thread if anyone’s interested in using it.
Now to my question:
When creating the ticket state, I had to set its type to “open”, because all the built-in “waiting” types require agents to manually set a waiting period — but we wanted it to always default to 7 days without any input.
Is there a way to change the color of this custom ticket state?
Right now, it shows up in yellow like other open tickets, but I’d prefer to give it a different color for visual clarity.
I couldn’t find anything related to this in the admin or system documentation.
Ok, thank you for the information.
I might use a “waiting” state type then – at least that way I get the grey color.
I’ll just hide the “waiting for” field via workflow and use a trigger or automation to set it.
While the coloring issue is a thing, you mentioned that you’re actually trying to workaround the pending till field.
This can be perfectly done with two core workflows and a trigger.
In my screens I’ve used pending reminder as state, but it doesn’t matter.
The trigger only sets the pending till plus seven days, if the state if pending reminder and if it was changed. The first workflow simply makes the pending till attribute optional and hides it to reduce confusion for the agent; the second workflow is a workaround, because in my instance it kept on hiding the field even if it wasn’t a edited value.
That’s actually quite close to how I ended up doing it — though I solved it with just one workflow that hides the pending till field and makes it optional.
If I understand your approach correctly, you’re using two workflows?
One to hide the field and make it optional, and another to show it again so agents can still see or check it?
I’m curious — do workflows apply in sequence, or does the second one simply override the first?
Edit: Ah, just realized — the first workflow applies to Selected Conditions, the second to Saved Conditions.
My bad, sorry for the mix-up!
At least in my test environment the second workflow in the saved state was necessary in order for the pending till field to be available for the pending reminder state after updating it. So that the pending till can still be seen and is no blackbox. That might be a personal preference from my end.
