Before the latest update, once we sent a reply to a ticket, we could then mark it as Pending, and thus waiting on the customer's response. Then, when the customer replied, it would change the ticket back to Open. This would then appear on our Open Tickets views and we could address the ticket.
But since the update, customer replies do not change the ticket's status back to Open. Is there a way to resolve this? Is this something we must do manually? Why was this automation removed?
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