Ticket volta para em ABERTO quando o cliente responde email

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Ticket volta para em ABERTO quando o cliente responde email

Estou com o seguinte problema:

Quando coloco o Status de um ticket como em Espera do Cliente, assim que o meu clienter responde o e-mail desse ticket ele muda automaticamente para EM ABERTO

o e-mail não deveria mudar o STATUS

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