Avoid state change if email was sent from outside of zammad? Ticket goes always to open state

[wucherpfennig]

Just for reference others are asking for a similar behavior

Avoid changing ticket to open state on a new response from client

Desired: Receive a notification without changing the state of the ticket. The “problem” with the default behavior is that with tickets in “pending state” you can easily forget to set the ticket back to pending state and miss a deadline for the ticket. There is a possible workaround in this FR: New Pending State - #5 by KINGRULZ creating a new object and using it instead of the “pending reminder” state: something i have done that might help as a workaround is setting a new Object called “Due D…

Create state that not change to open when customer replies

Infos: Used Zammad version: 5.4.1-1684527573.32d8f213.centos8 Expected behavior: I want create a new ticket status that NOT change to status “open” when customer replies Actual behavior: I have created the new state with rails, visibility, translation, only need take it out this state, (or change one created) to avoid change status when customer replies. Steps to reproduce the behavior: // estado “esperando agente” para tickets que necesitan de un procesamiento del agente a pesar de q…