How does the Last customer interaction field work in the Ticket object?

[former_member545185]

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.

Regards,

Daniel Cadavid

[sandeephebbar · Accepted solution]

Hi Daniel,

If you are using Odata calls or e-mails to collect response from customer then "Last customer interaction" will be updated whenever then is a response in the ticket. If this is not updated, then may be we need to check further. Please create an incident from your C4C system.

Regards,
Sandeep

[former_member545185 · Accepted solution]

Hi Sandeep,

We collect responses from social media, in this case, from Twitter. The client responds to the interaction and the message arrives at the Ticket, but the "Last customer interaction" field is not updated, only the "Last agent interaction" field is updated when the agent answers in the Ticket. We are trying, by means of workflow rules, to make the Ticket States automatically change depending on whether there is an agent or client interaction.

Regards,

Daniel Cadavid