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Spotter Scenario: Reduce Ticket Back-and-Forth
Use the "Reduce ticket back-and-forth" Spotter Scenario to apply actions to tickets when they receive a certain number of team member replies. This Scenario can run once per ticket.
Roles and permissions:
To access Spotter, you must be an administrator or have a custom role with Spotter enabled in the Settings > Tools permissions.
To activate this Scenario:
- Click the Spotter icon in the side panel on the left.
- Click the Pre-Made Scenarios tab at the bottom to expand it.
- Select the Reduce ticket back-and-forth Scenario.
- (Optional) Enter a name, up to 120 characters, for the scenario. This makes the scenario easier to find, especially when using the same pre-made scenario multiple times.
- Click number in the If condition.
- Enter the number of team member replies that will trigger the Then action(s) and click the checkmark .
- (Optional) Click + Add a ticket based condition to add a condition that must also be met to trigger the Then action(s). Select the condition type and repeat this step if necessary:
Priority
Ticket company
Language
Labels
Mailbox
Channel
Assignee
Custom field value
8. Set the Then action(s) that will occur when the If condition is met:
Send notification
9. (Optional) Click + Add Action and select another Then action that will occur:
Add internal note
Send auto-reply to customer
Set ticket status
Assign ticket
Set ticket labels
Set or clear custom field
10. Click Save & Activate.
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