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?