Set ticket status when sending reply

Deskpro does this and it was a really helpful feature. Basically there’s a dropdown next to the “Send” button when sending a public or private reply, so it’ll send the reply and also change the ticket status in one action.

Example: Ticket is currently waiting for an agent to deal with it. Agent replies to user and selects a ‘Waiting’ status, so when the reply is sent the status is also changed at the same time - no need to separately change status.

However automation doesn’t work here because sometimes the reply is just to tell them it’s being worked on, so the status needs to remain ‘open’ in this case.