We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.
You would have to install the Shared Ownership App on your account as shown in this solution article.
After this is done, there are two steps involved.
1. Map internal groups to a ticket status:
Go to Admin > Workflows > Ticket fields
Excluding the 4 basic statuses of ticket, map the custom statuses under Mapped Internal Groups.
NOTE: Don't forget to include Customer responded.
2. Set up automation rules to make sure everyone's in the loop:
Go to Admin > Workflows > Automations > Ticket updates > New rule
Set up a new automation rule as below:
When an action is performed by
Requester
Involves any of these events
Reply IS sent
On tickets with these properties
Status is NOT > Open OR Waiting on Third party OR Waiting on Sellers team
Perform these actions:
Set status as > OPEN
Send email to Agent > Assigned Agent
