This goes in reverse as well. If you get a phone call (or an in person response) from a client and add in the notes they provided to the ticket, the ticket is no longer awaiting information from them, but the ticket will continue to say "Awaiting Customer Response" indefinitely, unless they also email in their response, leading technicians to think the ticket is waiting on the customer, when it is not.
Not being able to change this field makes it entirely useless.

This is a must! Often we'll get an Out Of Office response from a client and so the ticket will then sit there saying 'Awaiting Technician Response'

Yes PLEASE!!!
I just told a client that his parts are on order and he said thank you, what am I supposed to say back so it changes to waiting on customer? This string of niceties could go on for ever. Thank you, your welcome, no … thank you, noooo … thank you.
OR, you could let me change the status to waiting on customer and save me time and embarrassment.

Bingo! I was just about to suggest the same thing. I think I actually have in the past. This would make an incredible difference when overlooking tickets.

I'd like to be able to set a ticket status to 'Waiting on customer'.

it's real important to easily see status changes when looking at the ticket queue if a customer has responded to a ticket so the tech can know when a client responds and prevent sla breaches. I've used other PSA systems and when a client replies to a ticket email, that reply is added to the ticket and the ticket status changes to something like "Client Responded" and the sla timer starts. When the technician sends a message to to the client through the ticket and sets the ticket status to "Waiting for client to respond", then that would stop the sla timer. Very important this capability gets added.

I've just voted for this too, I have the same problem - if someone has an out of office reply on - the ticket is stuck on 'AWAITING TECHNICIAN RESPONSE'....when the customer eventually responds - no technician sees and this gets missed! This feature is a MUST! :)

Thanks,

Ben.

I was just writing the same suggestion! This would be incredibly helpful and should be a pretty simple implementation.

The ability to manually modify the Activity status would be nice. There are a lot of cases where tickets show "awaiting technician response" but they actually are not, because we spoke with the client through some other channel (like on the phone) and are actually waiting for the client to reach back out to update the ticket. If we had the ability to manually modify the Activity Status, that would be great..

manually change ticket activity status..

I don't know what you call this part, but it's the ticket item that shows the current activity on a ticket: New, Waiting for Customer Response, Open, Customer Responded, etc. I would like to be able to manually edit this field. There are several reasons for this: Sometimes a user might contact a tech via phone to provide additional information. Being able to change this status to Customer Responded would more accurately reflect this activity. Also, sometimes mistakes happen, like a tech accidentally making a response in one ticket that was meant to be in a different ticket. Being able to revert this status would enable us to further undo this kind of mistake. BONUS: It would be great if we could customize the items in this list. Sometimes a ticket needs to be put on hold for some reason, like waiting on parts, or the user is now on vacation. Being able to customize this field to our business needs would be greatly appreciate.