Allow modification of status a Ticket enters when a reply is received from a customer
Current HubSpot logic dictates that when a reply is received on a ticket from a customer, the ticket will move to the status of 'New' - We would like for that workflow to be editable by HubSpot users so we can change the status we would like our tickets to go into when a response is received from a customer (For Riverside Insights, we would prefer 'Customer Responded' instead of 'New').
As a workaround to this logic, I have built a workflow that will change the status for all tickets except those in 'Closed' status to 'Customer Responded' when the 'Last message from visitor is equal to True' in the pipelines specified - We have a separate workflow that will create a new ticket when a customer replies to an email from a ticket in 'Closed' status, referencing the original ticket (This is done so as to not disrupt SLA times for tickets).
Looking forward to a solution to this platform limitation.
