Why doesn't the response from customer update the status to "waiting for support"

[Matt]

I am setting up Service Desk and testing with my own personal email account. When I use the "Respond to customer" feature, the email is sent to the customer but the customers response does not affect the ticket status. 

Is there a configuration step that I am missing?

Thanks in advance.

-- Matt.

[Meg Holbrook · Accepted solution]

Hello and welcome!

Do you have an automation set up to transition the issue status when a customer comments? 

[Matt]

I am using the default workflows

[Deleted user]

It doesn't answer Meg question :)

Check the automations rules in your project, workflows is not connected with automation, but automation is related to workflow.

https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html

[Matt]

Hi Meg, I apologize I did not correctly respond.

I did review a short online course about Service Desk and thought the preset rules were also defaulted in the project, after reviewing Cristian's response I see that is not the case. 

I did add the default "Comment updates reply status" preset rule and the process is working as it should.

Thank you both for your assistance.

Best regards,

Matt.

[Meg Holbrook]

Glad you got everything worked out! Have a great weekend!