Something must have changed in our configuration because suddenly our issues are not changing from Waiting for support to Waiting for customer when we add a comment. What could we have changed to prevent it from automatically changing status?
Has anyone edited the workflow? There are a number of odd transition and status properties that JIRA Service Desk uses to add the auto-transition-on-comment functionality. See Daphne's post at https://answers.atlassian.com/questions/9378431. Modifying the workflow could break this functionality, but it should be repairable.
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
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