Someone had suggested that ticket replies should automatically update the ticket status, e.g., to "Awaiting Reply"
See https://www.blesta.com/forums/index.php?/topic/10839-active-open-tickets/

I believe something along these lines exists already, but not to this extent.

My thoughts:

1. Update the awaiting-reply status language terms for clarity:
   • "Open" should be "Awaiting Staff Reply"
   • "Awaiting Reply" should be "Awaiting Client Reply"
2. If an admin replies to a ticket, set the status selector to "Awaiting Client Reply" (the status to transition to on save)
   • However, if the reply is a note, then don't change the ticket status from its current state
3. When an admin replies to a ticket via email, automatically change the status to "Awaiting Client Reply"

Similarly, when a client replies, the status should change accordingly, e.g. to "Open" status.

This should allow for auto-transitioning of the ticket status, but also allow for the status to be overridden manually.

Additionally (this may be best when custom statuses exist):

• Add a setting per department with options to set the ticket status to transition to automatically (i.e., to do the behavior described in this task)