I tried this, and came to the same results. Any customer reply reverts the ticket status to open. I think it’s due to something previously stated, “The customer reply sets the ticket status to open before any triggers are activated.”
Exactly. Thats why, I would not ignore other needs.
I just still dont understand why the ticket state resets. But if anyone needs it for anything, thats okay to me. I also would not say that everyone else needs it not to be reset.
But the community is full of those questions.
It would be okay if I could find any workaround.
Thank you for the discussion. Just one think, I’m missing where should I put my vote 
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Try these:
Let Ticket stay “remind me at” when the client answers - Technical assistance - Zammad - Community
Ability to mute/snooze a ticket - Feature requests - Zammad - Community
How to get no follow up on peding till tickets - Technical assistance - Zammad - Community
How to get no follow up on peding till tickets - Technical assistance - Zammad - Community
Here is one with a workaround that I will give a try, but the ical Calendar remains unusable that way:
Ticket State Question - Technical assistance - Zammad - Community
As I see, this seems to be an interesting point not only for us.
But someone should merge them all to be able to vote.
I just wanted to test the idea with a custom date/time field. That actually should work, but there seems to be a bug, that I can’t put any data into the field that remains when it is saved.
Tried the possible workarounds mentioned and no matter what I did, it did not work. I don’t think it is currently possible. I think what you would need is a new status type that ignores everything until the pending date has been reached.
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