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Hi there,
Has anyone created a script, or has a solution for me? We want to update a helpdesk ticket with automation when we receive an email back from a client.
I would really need some help. I've been trying for weeks through my allocated sales person, Charles, but this person doesn't seem interested in helping me at all, to my disappointment.
Regards,
Rayno
Anybody that fixed it for him and is able/willing to share?
#standard things but not in odoo
You can create automated actions to reopen/ change stage of a ticket. Do refer the below posts, might help define specific to your need
https://www.odoo.com/forum/helpdesk-29/re-open-ticket-helpdesk-181636
https://www.odoo.com/forum/helpdesk-29/automated-action-stage-update-169382
we have the same need, update a ticket a get the our staff to know that the customer has answered! Odoo should have this by default! what is the solution?
We also would like this automation to change stage from "waiting for customer reponse" into "response received"
Hi, did you get a solution on this? I tried to create an automated action base on "Unread messages counter" but it doesn't seem to work.
Hi Rodacom,
We ended up getting Odoo to write us a customisation which works really well.
@Rayno Burger would you be able to share the customisation or explain it further? thank you so much
Hi Georgia,
We did pay for the customization, so I can probably sell it to you if you're interested?
Yes, I want to use any of the conditions that you can already use in the automation process, but triggered on when an email is arrived.
Let's say I have a stage called: "In Progress" and a stage called "Awaiting customer reply". The ticket is put into the stage "Awaiting customer reply" and when the customer actually sends an email, if the ticket stage is "Awaiting customer reply", update the stage to "In Progress".
This is just an example, but this is the type of thing that I would like to do.
We have the same business need would love to know how you solved it. Many thanks.
I have the same requirement. Any update #oDoo
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What kind of automation do you want? Do you want to update the ticket status or any thing else?