The requester responded state only appears when the person is indeed a requester. If they are an agent in the system and they are also the person who the ticket is for (customer), they then responded to their ticket, it does not change the state to requester responded.
This State should trigger no matter the type of person (either Requester or Agent). If they are the customer for that ticket, they have responded it should then say customer responded rather than requester responded. In some instances, they may be the person who was CC’d into the ticket that may have responded so it may not be accurate that it is the requester that has responded. Without this state triggering for agents as well, it makes it hard for analysts to see if the customer has responded to their question. We can make the ticket status back to open based on the response but we cannot see from the ticket view that they have responded so it will be harder to prioritise these tickets based on this. We have also had a look to see if this can be triggered by an API request but it does not appear this functionality is available.
