We created a trigger that counts number of times an agent makes update to ticket,using this trigger via webhook.
the trigger is firing fine.However, when the status is selected a On_hold the agent reply count doesn't get updated unless another response is sent and the status is updated as Open, Pending or Solve.
We have been told that this is due race condition that occurs with usage of business rules (ex. Trigger, Automation) and the API simultaneously.
It would be great if we could have any form of fix for this issue in future.