Reset to template status on staff reply by e-mail

[BigDawgRob]

Hi,

When our staff reply to a ticket by replying to the e-mail staff alert the status is returned to the template default. Is there a reason for this behaviour.

Our system has a template which default status is 'Status A'. Ticket status is changed to a new status 'Status B'. At some point the client replies, which triggers a staff alert by e-mail. Staff replies to the staff alert e-mail from Outlook. This creates a new staff reply and sets the ticket back to 'Status A'.

Is the expected behaviour because I can't understand why?

This isn't to do with the setting 'Default Ticket Status for Client Reply' and is coded is specially in the function 'resetTemplateGroupStatus'.

Thanks,

Rob