Requesting a new feature for the Web Inbox that automatically changes the status of a ticket based on the way a user replies to a Triage Agent’s question. This feature would allow configuration of rule-based automation: for example, if all questions are answered or escalation is requested, set status to “Action Required”; if more information is still needed, set status to “With User.”

Benefits:

•Reduces manual work for agents, freeing up time for more complex tasks.

•Improves ticket handling efficiency and responsiveness to user replies.

•Minimizes risk of missed or delayed status changes, leading to better customer experience.