I would like to make differences with reply types to customer.
Sometimes I need to give customers extra info and sometimes I need to ask a question.
I would like to add an automation that when i ask a question, the status will be automatically set to "Waiting for customer" (and SLA will pause) and when I give information the status will not change and SLA will not pause.
Is there any way to make difference with asking a question or just replying with an information before resolution?
At the moment the only way is to make 2 different statuses and change them manually which means i can't automate it. Is this the only way?
