How to Override the “Customer Responded” Status for Special Customers in Autotask

Some MSPs work with customers that handle their own internal IT to some degree. In these cases, a ticket marked as “Customer Responded” may not require immediate action by your team. Instead, you may want to set a special status to show the ticket is in a different kind of flow—like being handled by the customer’s own IT.

Here’s how to override the “Customer Responded” status using Autotask Workflow Rules (WFRs).

Use Case

Let’s say Customer X replies to a ticket, and that ticket is in a specific queue and belongs to a certain category. Instead of assigning the normal “Customer Responded” status, we want to assign it to something like “Customer Responded (Ignore)”—this tells your team not to act on it right away.

Step-by-Step Setup

1. Create a New Ticket Status
   • Go to Admin → Features & Settings → Service Desk → Ticket Statuses
   • Add a new status:
     Name: Customer Responded (Ignore)
     Category: Set to match your workflow (usually “In Progress” or similar)
2. Create a New Workflow Rule
   • Go to Admin → Features & Settings → Service Desk → Workflow Rules
   • Click New
3. Configure the Workflow Rule
   • Name: Customer X - Customer Responded Special Handling
   • Events:
     Edited By → Anyone
4. Set Conditions
   • Status CHANGED TO Customer Responded
   • Account Name IN LIST [Customer X, Customer Y, etc.]
   • Queue IN LIST [Tier 1, Customer-IT Queue, etc.]
5. Set Updates
   • Status = Customer Responded (Ignore)
6. Save the Workflow Rule

What Happens Now?

When someone from a special customer replies to a ticket, and the ticket matches the right queue and category, Autotask will immediately shift the status from “Customer Responded” to “Customer Responded (Ignore).” This avoids disrupting your team’s normal workflow and keeps things clear.