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Last received email in case changing status

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  • Last received email in case changing status

    Hi.
    I have created a "need reply" status in cases.
    The goal is to automatically switch a case to "need reply" status whenever the last email in the cases stream is from a third party (customer, vendor, or whatever) and not an answer from our agents.

    I tried to do it with a report with filters: emails.is Replied (yes)
    but that gives me the cases with my agents replies also.
    Last edited by Emmker; 12-23-2023, 09:05 AM.
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