Hello everyone,

I've been trying to streamline our workflow for tickets where an agent has sent a follow-up question to the customer and is waiting for their response. We use the Zoho Desk mobile app heavily for our team to manage tickets on the go.

Currently, if an agent replies to a ticket via the mobile app, the ticket status often remains in 'Open' or 'In Progress.' I need a reliable way to automatically change the status to 'Pending' as soon as the agent hits Send on the reply, but only if the reply is an external email to the customer (and not an internal comment).

Is there a specific Workflow Rule google baseballor a trigger based on the 'Channel' or 'Last Modified By' that successfully handles this transition specifically when the action is initiated from the Zoho Desk iOS/Android app? I'm trying to avoid our agents having to manually change the status field after sending their response.

Thanks in advance for any insights!