Support Email Reply Doesn't Change Ticket Status

[drolfe]

HI,

 

Just a quick one, currently with our support department. When a client replies to a ticket via email, the update is imported into the ticket but the ticket status doesn't change to "awaiting reply", in this case remained with the status "in progress"

 

This is a big issue for me us as we have set-up alarming on tickets with the status "open" and "awaiting reply".

 

Regards, Daniel

 

[Michael]

In Progress doesn't change to awaiting reply because it would be pointless to keep changing it back to In Progress.

It's in progress for a reason (not completed)  if not don't use it haha.

[drolfe]

In Progress doesn't change to awaiting reply because it would be pointless to keep changing it back to In Progress.

It's in progress for a reason (not completed)  if not don't use it haha.

 

Ok so your saying that a ticket in the closed status will change to another status (awaiting reply ?) if a reply is made by the client ?

[Michael]

Ok so your saying that a ticket in the closed status will change to another status (awaiting reply ?) if a reply is made by the client ?

 

Every status minus In Progress changes when a customer replies. So from Awaiting reply or Closed to Open.