Respond to Customer without setting status as Waiting for Customer

Jack Baty_oiqveg

Using the default SD workflow, whenever I respond to the customer (either via the workflow button or the external comment form), the status is set to Waiting for Customer. Is there a way to prevent that? Many times my first response as an Agent is to acknowledge the request, in which case the status should remain Waiting for support.

I tried creating a workflow to route around this but cannot find a way to comment without that transition happening.

 

 

Olivier Alberti

+1 I think that only "respond to customer" should make a transition to "Waiting for customer" and add a comment at the end of the details issue should not