Thanks Micke1101, but only now mentioned "upon reply" part of your answer.I know there UI to change status when agent replies to ticket, but what I am asking is about system changing status when it fetches customer's reply (from IMAP let's say)Is that possible?(I have custom statuses "waiting for customer" and "waiting for staff" and I want this to be automatically changed and reflected in advanced search results - there is column "status", when customers has done his part of job :) )