Ticket Reply Follow

The Ticket Reply trigger in Salesmate starts a Smart Flow automatically whenever a new reply is received on a ticket. This allows you to automate follow-up actions based on whether the reply comes from a customer or a user.

Topics Covered

• How to Use Ticket Reply Trigger

• Practical Example

How to Use Ticket Reply Trigger

• While creating the Trigger-Based Flows, select the Ticket Reply trigger.

• Once selected, you would then need to configure the Trigger.
• As you click on the block, a pop-up will open to configure the condition.
  • Reply By: You get three options to trigger the flow when a ticket reply action is done:
    • Anyone: It will trigger the flow if any reply is received on the ticket.
    • Customer: It will trigger the flow if you get a reply from the customer.
    • User: It will trigger the flow if your user replies to a ticket.
• Once done, click on Save.

Practical Example

For example, you can automatically update the ticket status based on who replies. When a user replies to a ticket, you can change its status to Waiting on Customer. Similarly, when a customer replies, you can automatically update the status to Waiting on User, ensuring tickets are always assigned the appropriate next action.