Why is the status after an incoming issue automatically waiting for customer?

The question is regarding newly created issues that are coming in via an email customer channel. 

Directly after the issue is handled by jira service desk it has the status "Waiting for Customer", which doesn't make sense to me, because the next to react in that situation should be  the support. 

How can I change that!

FYI: I use the standard workflow with a tiny adjustment at the transitions to the Done status. A webhook is been linked to at those transitions.

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