Problem Statement:
Currently, there's no native workflow trigger to automatically update ticket status when a snoozed conversation receives a reply and becomes unsnoozed. This creates a gap in automated dev handoff workflows where tickets need to transition from "Waiting on Dev" or "Waiting on Customer" back to "In Progress" when someone responds.
Use Case:
Our team manages a standard dev handoff flow:
- CS creates ticket โ status = "Submitted"
- CS changes to "Escalated to Backend" โ triggers Slack notification to devs
- Status auto-moves to "Waiting on Dev" and ticket snoozes for 4 hours
- Missing automation:ย When dev replies (auto-unsnoozing the ticket), we need status to automatically update to "In Progress" so CS knows the ball is back in our court
- Same workflow needed for "Waiting on Customer" โ "In Progress" when customer replies
Current Limitations:
- No "ticket unsnoozed" trigger exists in workflows
- Cannot bridge conversation events (replies/unsnoozing) to ticket status updates
- Requires manual status changes, breaking automation flow
Requested Feature:
Add a workflow trigger "When ticket is unsnoozed due to reply" with the ability to automatically update ticket status. This would enable seamless automated handoffs between CS and development teams without manual intervention.
Business Impact:
This automation would eliminate manual status tracking and ensure clear visibility of ticket ownership during dev handoffs, improving team efficiency and reducing missed handoffs.