mdz0r
1
Infos:
- Used Zammad version: 3.1
- Used Zammad installation source: source
- Operating system: ubuntu 18.04
- Browser + version: chrome/FF
First of all, thanks for this great tool.
Actual behavior:
- Replying via email to a pending close ticket sets the ticket status on “Open”
Expected behavior:
- Is it possible not to change the ticket status ?
I’ve tried with triggers without success 
Steps to reproduce the behavior:
- Customer creates ticket via email
- Agent answers and sets ticket status to pending close
- Customer replies to email notification (ie. just to say thanks)
- Ticket status is set to “Open”
Please take a look at the following post
mdz0r
3
Thanks for your answer. I guess it would work, but requires some additional tasks from my agents 
system
Closed
4
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