When a customer responds to a ticket in “Waiting on costumer” state, the ticket automatically shifts back to an "In progress" state.This behaviour is not helpful for many situations i.e. when waiting for a customer to send back a product, if he sends a message asking a question or just saying thanks (before he returns the product), the ticket state should not automatically shift to “In progress”. Even worse, the pre-scheduled SLA for next following “In progress state” is not applied because the state change was not done by a colleague.Is there anyway we can deactivate above behaviour?

I don’t believe there’s any way to disable that behavior, as it’s behind the scenes built into the ticket behavior. But I could be wrong! I’d be curious if you set a custom workflow for that specific ticket type, if that could solve the issue? Not sure off the top of my head, but could be worth a test.

I don’t believe there’s any way to disable that behavior, as it’s behind the scenes built into the ticket behavior. But I could be wrong! I’d be curious if you set a custom workflow for that specific ticket type, if that could solve the issue? Not sure off the top of my head, but could be worth a test.Thanks Trevor for your advice.Indeed that behaviour is fundamentally setup behind the scenes, there’s nothing that can be done I am afraid. Haven’t been able to find an appropriate custom workflow to revert the ticket state and the original SLA because:Ticket workflowsseemonly be triggered whenever a user manually changes a ticket state, not whenever a customer sends a messageWorkflows triggered whenever a customer sends a message do not offer “revert to previous ticket state” nor “reinstate previous SLA” optionsI believe the only turnaroundis to reconfigure "Waiting on customer" states into “In progress” states and not applya SLA to these…This will do the trick but the client experience might be weird...

Issues when ticket shifts back to "In progress" when a customer responds

Issues when ticket shifts back to "In progress" when a customer responds | Community

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