Change Ticket Status when Customer Adds Note

Aaron Corney Updated by Aaron Corney

This feature allows your tickets to be updated to a specific status when a client replies within DD Portal.

In majority of cases, this is set to your primary Client Responded status. This can be easily set from the DeskDirector admin console then head to System > Feature Configuration > Tickets > Customer updated status

Screenshot above is for Autotask instances. For ConnectWise, you will need to manually type the status and DeskDirector predictive typing will try to present you options that match what you have written so far.

For ConnectWise, you can confirm if the action has been successfully set as this will now show which boards are using it below the form:

Why doesn't my board show up under boards (ConnectWise)?

The status needs to exactly match how it is configured in ConnectWise. We can confirm this within ConnectWise from:

  1. System
  2. Setup Tables
  3. Service Board List
  4. Your Board
  5. Statuses Tab
  6. Your Status
  7. Copy & Paste into Desk Director Admin Console

How did we do?

Setting Status when Ticket is Closed