Workflows during a conversation: Add action "set ticket state" | Community
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Workflows during a conversation: Add action "set ticket state"

Related products:Workflows
  • November 20, 2024
  • 2 replies
  • 47 views
M

Hello, 

For workflows using “During a conversation” such as the triggers “Customer sends any message” or “Teammate sends any message” we cannot change the state of the ticket. 

 

The goals would be: 

  1. When Teammate answers to a ticket with the submitted status, change the state to “In progress”.
  2. When customer answer to a ticket with the resolved status, change the state to “Submitted”.

2 replies

Michaela Hone
Intercom Team
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  • Michaela HoneIntercom Team
  • Intercom Team
  • January 3, 2025
The following idea has been merged into this idea:

All the votes have been transferred into this idea.
M

Honestly, just having more ticket attribute related options in general would be nice. A Janky workaround is to create reusable workflows that change the ticket status (seems to be the only place it’s available? Like..really?) and then add that reusable workflow as a step to your main workflow. 

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