Problem changing ticketing status

Hi:

Once the ticket is set to “in progress” the status will not change automatically. However, you will see a tag in the ticket list under the activity column that will indicate whether the ticket is waiting for a support agent to respond.

You can use our rules engine add-on to configure rules that change the status automatically if you really need this function. See more about that here: https://getawesomesupport.com/addons/business-rules-engine-zapier-integration/

Thanks.