Hi

I have created my first workflow

I want it so when a customer responds to a ticket that the status is changed to "reopened"

We want this so its clear there is a ticket to deal with again. We only have 2 agents responding to tickets and do not have the auto-assignment feature in place.   Also, our tickets are more like case management, so a ticket can be open for a long time and may be delayed until it is replied to from either side.

The agents tend to keep their desk UI in KanBan Status view, so it's easy to see the various status of tickets quickly.

so i created a workflow that says when a customer replies to a ticket it checks status to see if reopened.  Then it runs the action to update status to new.

However, it's not working - i assume due to rules.

Any ideas?

Thanks