Change state after putting a note on ticket

[Baustin]

Hi Guys,

I am trying to find out where I can change the ticket states, so that when an agent puts a note on a ticket, it changes from "new" to "open".

Where do I do this?

[crythias]

New tickets by default stay new until an action (reply) has been made to the customer. The idea is that an agent's first action should be "Hi, I'm agent X. I'll be handling your ticket...." which is a start in indicating a ticket is in progress. Until that, an owner assignment doesn't necessarily mean the ticket is being worked on.

An alternative option is to add an internal or external note and change state there manually.