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Change Status based on email reply to End User

  • 30 October 2023
  • 2 replies
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Hi, Is there any Way I can change the Status Automatically once an Admin Reply to the End User through SysAid or an email?

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Best answer by Anonymous 1 November 2023, 10:31

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Hi Miral!

For the specific scenario I have opened a ticket

I will followup with you from the Service Request I have opened on your behalf in our Helpdesk 

A

Hi @miraldh 
It’s not a feasible feature out of the box. We have a FR for that, #16642

However, I might have a lifehack for you 😉

You can create another integration (let’s call it “integration 2”) that will change status to “pending user reply”. Now, when the admin sends the email from their personal mailbox, they send it to the user and also CC “integration 2”, so the email integration 2 will automatically change the status to “pending user reply”. It’s just for the trick of changing status, so don’t make the second integration public.
 

Hope it helps! Good luck.

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