Certain Observer rules can remove Shared Ownership, so here's a quick guide on circumventing those rules.


How to create a new Observer rule to notify the primary agent when the ticket is assigned to an internal group

  • Go to Admin > Observer.

  • Create a new Observer rule that, when a customer replies to a ticket that is set to a custom status (which is mapped to an internal group), the status is changed and set to Customer Responded on all shared tickets.



How to modify Observer rules to make sure everyone’s in the loop

  • Edit the default Observer rule that specifies that if a customer responds to a ticket, the ticket status changes to Open. Modify this rule to set ticket status to Open only for non-shared tickets, i.e tickets which don’t have internal groups or agents mapped.
  • You can do this by following any one of the methods given below:

            

Method 1: By selecting Internal group -- Is -- None under the on tickets with these properties section under Observer > Edit.



Method 2: By selecting Status -- Is not and entering all the custom statuses that have internal groups mapped to them in the on tickets with these properties section.




Quick guide to create a new Observer rule to notify the primary agent when the ticket is assigned to an internal group

  • Go to Admin > Observer

  • Create a new Observer rule that, when a customer replies to a ticket that is set to a custom status (which is mapped to an internal group), the status is changed and set to Customer Responded on all shared tickets.




Quick guide to modify Observer rules to make sure everyone’s in the loop

  • Edit the default Observer rule that specifies that if a customer responds to a ticket, the ticket status changes to ‘Open’. Modify this rule to set ticket status to ‘Open’ only for non-shared tickets, i.e tickets which don’t have internal groups or agents mapped.
  • You can do this by following any one of the methods given below:

            

Method 1: By selecting Internal group -- Is -- None under the on tickets with these properties section in the Observer - Edit rule page. 




Method 2: By selecting Status -- Is not and entering all the custom statuses that have internal groups mapped to them in the on tickets with these properties section.





Here is a quick guide to using Bulk Actions and Scenario Automations.