Hello everyone,

A quick question, I hope!

We have a workflow set up so that any time a customer responds to a help desk ticket the due date is changed to current time + 30 minutes.

That has been working really well but we've just discovered an issue.

For most cases, a ticket is created when client1@example.com e-mails in. We respond and then when they reply, the workflow activates and the 'due date' is changed to current time + 30 minutes.

The problem is that if someone else responds to the ticket (e.g. client2@example.com) then the workflow does not activate.

Is there any way to set a workflow up that updates the due date no matter who responds to a ticket?

Kind regards

James