Taking request off hold on customer comment

[Gareth Cantrell]

We have an issue where a request has been placed on hold, waiting for customer.

If the customer responds via a timeline update, the request correctly comes off hold.

However, if the customer responds via a comment to an existing timeline update, the request stays on hold and the owner is not notified of any activity.

How can we ensure to force a request to come off hold in the 2nd scenario (when a comment is added rather than a full timeline update)?

 

Thanks,
Gareth

[Frank Reay]

I am fairly sure I have asked this before and been told it is not possible. But I can't find the Topic.
It will be interesting to see if this is still the case.