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    • #16466
      Takashi YANO
      Participant

        We are using the following tow ticket states for working tickets:

        • wait for user’s response
        • working

        Is it possible to change the state from “wait for user’s response” to “working” when a customers put response to their ticket ?

      • #16476
        Stefan Abel
        Moderator

          Hello,

          The state that is set, is defined in the setting PostmasterFollowUpState

          Here you could change it globally. If you would like to have it depending on the current state of the ticket, you might need a Postmaster Filter + a Generic Agent to do that. But that might be not so easy.

          Cheers

          Stefan

        • #16485
          Takashi YANO
          Participant

            Thanks, I will try.

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