Status change on staff reply -- bug?

[Siora]

Currently we have it set such that if a staff member replies to a ticket via the staff cp the status changes to "hold". Great, thats what we want. However, I just noticed that if our staff reply to the alert email (indirectly replying to the user) the status does not change. Is this a bug or is this how it should work? I think any reply to a ticket by staff whether that be via the staff cp or email, the status should change (that is of course if you've enabled that setting).

[craigbrass]

Sounds like a bug to me. When a ticket reply is done to an alert email, I would imagine it should add the reply in the email and then set the status to the default status after the reply.

Submit it at http://bugs.kayako.com to get it to the attention of the developers.

[supportskins]

Yup seems like a bug.

[Siora]

Thanks guys, I would have submitted it as a bug first but wanted to make sure it was one before adding to the queue.