If a ticket is on "waiting for customer" status and it is responded, can the status be automatically changed? and how it can be done?

[Steven F Behnke]

This is an out-of-the-box automation. This should work by default with customer accounts. If you go to Automation Rules, you can configure the automation rules.

[Sanki]

Thank you Steven. 

Can you be so kind to let me know how to do this, because I´ve searched several times for this option and haven´t found it yet. I will appreciate the rout or option to set this up. 

Best regards. 

[Steven F Behnke]

I believe this documentation covers the details – https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html

Again, the Transition on Comment rule should be set up automatically – If you've changed the Workflow you may need to indicate which statuses it should respond to.

[Steven F Behnke]

If you have more questions please ask, the documentation is a solid start though.