Good day to all,
I have a problem regarding the state changes in Tickets, I have implemented a series of workflow rules and they work on the agent side, that is, when an agent responds the interaction immediately the "Last agent interaction" field is updated to the current date and time, and the Ticket status changes to "Customer Action", which is functional for the business. But when the client responds to the previous interaction, and the message arrives at the Ticket, the "Last customer interaction" field is not updated and therefore does not execute the workflow rule that was set so that the status of the Ticket changes to " In process".
I would like to know how the "Last customer interaction" field works, since I have not been able to know how it is updated automatically. I would also like to know how the "Last agent interaction" field works, since this field is automatically updated. Thank you in advance for your support.