I am trying to create a workflow which pulls from a saved search.
The saved search has the criteria:
Awaiting Support Reply - is true
Stage - is any of Open, Escalated
The result I am getting are not as expected:
I post a ticket from my work account (it goes into the list).
A member of the service desk team (handle cases) responds and it disappears from the list.
I reply from my work account and it does not reappear in the list.
I have also tried this from an external email address in case its picking up my internal address as a member of staff or something weird?
Can anyone please advice? Does the person replying have to be a customer in the system for it to work?
It is based on the case status. Configure what you want it's value to be for each case status you have configured.
Setup -> Support -> Case Statuses