Make ticket come off hold on a user reply

[NPAT]

Hi, is there a way to set a ticket to be On Hold until a user replies? As soon as the user replies, the ticket is taken off hold?

[Jim]

make use of the sub status's in service portfolio under the request types at the bottom 

 

[NPAT]

@Jim

 

We have got this but when a customer responds to the ticket, nothing changes on the status. Could you advise please?

[Jim]

The in progress status looks to be turned off?