For some reason, when a customer replies to a ticket, it's being marked in admin as NEW instead of "waiting reply". This just started happening and have no clue what could be causing it.
Where is the file that assigns statuses because maybe I can look through it and spot an issue.
Thanks
Replied tickets getting marked as new
Moderator: mkoch227
Re: Replied tickets getting marked as new
As of 2.5 tickets will be marked as "New" if customer replies to a ticket *AND* staff has not posted any replies to the ticket yet.
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