Please consider allowing the "Customer Responded" State to be displayed regardless if an SLA is active for a given Status and/or, allow an Admin to decide the handling of "Customer Responded" notifications in the Help Desk settings.
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From FreshDesk Support - What are the rules governing when the “Customer Responded” state is displayed or not?
Usually, in Freshdesk the "Customer Responded" tag would be added to the tickets whose status has the SLA timer ON. For example, when the ticket is moved to Open, Pending, Awaiting Customer Response and so on. Also, it depends upon the custom statuses set in the ticket fields. So for whichever statuses the SLA timer is ON and when the ticket is moved to that status, the "Customer Responded" tag gets added.
But, if the existing ticket is in the "Resolved" or "Closed" status for which the SLA timer would be turned OFF by default, the tag wouldn't be added if the observer rule which I mentioned in the previous ticket is turned OFF.
