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Hi, I need some help with my workflows on my Intercom account.

I am trying to organize a workflow wherein if a customer replies to my message to them after an inquiry, it should automatically be assigned to a Team/Folder.

So far, I have successfully organized the other by creating a "When a teammate changes ticket state" and inside assigning it to the appropriate Team/Folder.

However, I noticed that if a customer replied to a ticket, it is stuck on one of the Teams and I want to change that. Please, help. I've tried everything that I know of but can't seem to make it work. Thanks!

Here are my current workflows: 

 

Hi Chris Vecina,  It’s Mat from the Support Engineering Team 😀

You can use Customer sends any message trigger to create a workflow that will assign the ticket upon customer reply. It might look like this: 
 


Although it is not specified that it works with tickets - I’ve just tested it on my test workspace and it is working.

Thank you so much!

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