Status doesnt change after a comment by the client - workflow

[Emmanuel F-D]

Hi,

Is there a way to verify that the workflow is working properly when the customer comments on the ticket?

Currently, when the status is waiting for the customer and the customer replies, it does not switch the status to "Waiting for support". Is there any parameter to verify?

I didn't change anything in the workflow that's why I find it strange.

Thanks

[Mikael Sandberg]

If you look in the Automation library there is an automation for this and it look like this:

[Emmanuel F-D]

@Mikael Sandberg 

thank you i will try it.

[Rafael Costa]

You could set a listener for it, using the "update" option.

Would be interesting if you create a script to identify if the response is from a user or someone of your group.