Yes i See what you mean.
The Problem ist, that the “pending till” Date and time are resetted when a customer answers.
For example:
“I will Look at the Problem soon” - i Set pending till tomorrow 09:17.
The customer answers “thank you”. Pending till is Reset and I have to find out what time and Date was Set.
I Set the time and Date and the customer answers again:
“Forgot to tell, please also configure my Outlook”. And the Game begins again.
I want to be notified when a customer answers. But for us, we would have much less Work With Tickets, that keep the pending till state than With Always Finding Out what time (and state) was Set.
If i use a trigger, its No Problem setting it Back to pending till, by creating a custom boolean field “keep state when customer answers”.
But how can i tell zammad to keep the Set time and Date?