waiting for reply status does not change after customer answer

fab · Post by **fab** » Wed Apr 28, 2021 1:21 pm

Hello !
I passed my ticket in status "waiting for reply". then my customer replied by mail, but the status did not change and remain in waiting for reply.
We can see in history no change as well.
Did I miss something in configuration ?
thx !

Post by **Klemen** » Wed Apr 28, 2021 6:27 pm

When a customer replies to a ticket, the status is set to "waiting for reply" (from staff). So if the ticket was already that status, it won't change when the customer replies.

PHPJunkyard support forum

waiting for reply status does not change after customer answer

waiting for reply status does not change after customer answer

Re: waiting for reply status does not change after customer answer