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.
Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...
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