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How does external customer leave internal comment? It doesn't change the status as it should

WM
WM Apr 17, 2023

We notice sometimes an external customer replies to their ticket and their reply is internal. They do not have a helpdesk license. When this happens it doesn't trigger the status to change to "Waiting for Support", which we need to see to know when someone has replied. 

Why does this happen and what can we do to prevent them from leaving internal replies or make the status change to "Waiting for Support" if their comment is internal?

Thanks!

Daboopster

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