- Edited
Is there a way to add a new ticket status type? The standard types are fine, but we need a type "Waiting for Customer Reply" that will move an open ticket into a new filter state that keeps it out of the "Open" status list.
This state is useful for dealing with the agent sending a set of diagnostic steps and the customer replying with something like "I'll try these and get back to you". Currently, the ticket stays in the Open queue and must be regularly revisited by agents, slowing them down in dealing with more legitimate active tickets.
If a ticket is in this state, when the customer finally replies, the state would change from "Awaiting Customer Reply" to "Open" so that the agent knows it has been replied to.