Yes. And your Duplicate was a duplicate of me and others 
Let Ticket stay “remind me at” when the client answers - Technical assistance - Zammad - Community
I really wish to find a way to disable the ticket-state-disable by an answer.
I realized that, when an agent answers, ticket state always remains.
I found the file
app\models\ticket\article\resets_ticket_state.rb
there is a line:
# if sender is agent
return true if Ticket::Article::Sender.lookup(id: sender_id).name != 'Agent'
seems like the value
“ticket_article_reset_ticket_state”
has to be “true” to trigger the ticket state reset. You would have to keep it always false to not trigger the ticket state by customer answer.
But this seems to be very generic. it seems to be for:
- reopening pending tickets - thats what we want to disable
- reopening pending close tickets - thats a feature I would like to keep
- reopening closed tickets - I dont think that the script is that for, because you can select how to react to a customer answer to closed tickets, but I would not mind disabling this, as I already disabled it with help of disgusting ticket objects and triggers.
so just always keeping the value “false” would not help in our case.
We need a kind of “if ticket.state id = pending then return false” to disable the ticket state reset on any answer.
but I am lacking ruby skills and am afraid of killing my database.