Currently, when a ticket is in Waiting on customer, any reply from the customer automatically changes the ticket state back to In progress.
In many cases the reply doesn’t actually unblock the ticket. For example, a customer might say “Perfect, I’ll send the file tomorrow” or “I’ll book the meeting later today.” Even though the required information hasn’t been provided yet, the ticket still moves to In progress automatically.
It would be very helpful to have an option to disable this automatic state change, so the ticket can remain in Waiting on customer until a teammate updates it manually.
This would make ticket workflows clearer and prevent tickets from returning to active queues before the needed information is actually received.
We use Intercom in our app to onboard customers and guide them through a process with our team, and ticket statuses are an important way for both sides to understand where we are in that process.