We wish to use ticket status to mark what tickets we have already replied to and are waiting for a response. An example is Open and Waiting For Reply.

Any tickets that are in the Open state, the user is waiting for our reply but any tickets in Waiting For Reply, we are waiting.

While manually setting the ticket states is trivial, we noticed that when a requester replies to a ticket, it doesn't change the state back to Open.

We've tried creating a custom trigger but we couldn't get one to work correctly.

Is there a way to tell SDP to mark a ticket as Open when a requester replies back?