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Answered triggering overdue
It is common for the first agent response to be to ask for more information from the customer (ie haven't actually solved the customers problem yet).
If we mark the case as Resolved it shows up in the customer-visible history as Closed which customers react badly to.
I think we should leave the case as Answered, however it then gets flagged as overdue.
What is the correct handling/configuration here? The agent has replied the ticket so it is not overdue from our POV... just waiting for the csutomer.