Is there a way to automatically set a ticket status to “waiting on customer” when we reply to a ticket? I would think that would be the norm?
You can set Ticket Automations up for this. Ours post a comment to the ticket and that emails out to the client to let them know that we are waiting on a response. We have one also go out after 70 hours letting them know it will automatically close without any update, and then 48 hours after, it closes.
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I think I overcomplicated the answer. Brian is right, you just need to hit the arrow and choose the status. It slowly becomes a habit to do it.
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It’s becoming habit for me as well — it’s really a nice little feature. My favorite is “Resolved” after making a note or sending an email 
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