Respond to Customer without setting status as Waiting for Customer

[Jack Baty]

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 Albertini]

+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

[Paulo Junior]

Check if you don't have any Automation Rule that automatically transitions the Status to "Waiting for Customer" when an agent comments the ticket.

Also, if you set the comment as restrict, does the same happen?

[Melanie Albrecht]

Me too.

I was about to start messing with the workflow, but I'm interested to see that you tried that to no avail.

[Jack Baty]

Seems like the new automation features can solve this, but I'm still figuring out through how they work so that I can know for sure.

[Jaimee Driscoll]

Hi Paulo,  I've removed the rule that moves to waiting for customer upon agent response in the workflow but the functionality still occurs.  Internal comments do not change the status.

[Tom Fortenberry]

I too am looking for a way to have parallel communications work from service desk to customers as well have support working the issue at the same time.

[Jaimee Driscoll]

We would also like to be able to disable this functionality if possible.

[Brandon Bowersox-Johnson]

+1 We'd love to know how to configure it this way.