Status workflow question

[CC_TSupport]

Hi,

I may be missing something but I thought I would ask to be certain. Is there a way to set up a workflow where the following happens:

Customer sends in a ticket
Technician picks up open ticket, responds to customer
Technician changes status from Open to Pending Reply
Customer responds and the ticket status is automatically changed from Pending Reply to Open (by the system)

I would like this workflow as then the Open Tickets queue reflects which tickets need to be addressed / answered.

Please let me know if there is a way to do this, or if it is a feature request.

[epoxi]

+1 to this.

I trying to do the same.

[jojo]

you just need to a new state (pending reply) from state type pending reminder. Thats all

[CC_TSupport]

Thanks for the reply Jojo, but either I am missing something in making the reply state here or I am not explaining something clearly.

I see when you set the status to "Pending reply" (as I created it here) there is a date / time function. As I do not necessarily know when someone will reply I want the application to sense there is a reply and automatically place the ticket back into the open queue at that time. I am unable to generate that result. The State type is "Pending auto".

Sorry if this is a silly question, this is day 2 with the program for myself so I am still trying to catch onto the application's logic.

Thank you for your assistance.

[jojo]

pending auto will change the state to another one if the target time is reached. So pending reminder state type is so one you'll need. On customer follow up it will change to open