External comments should not transition issue by default

When replying to a Service Desk issue from a Customer, the issue is transitioned to "Waiting for Customer" automatically.

I would prefer to make that transition explicit, since many times a reply is simply informative and does not require a response from the Customer. Simply responding to a request should not then put the issue back in the Customer's "court".

Perhaps clicking the "Respond to Customer" button could cause the transition and simply typing in the comment field does not. Maybe the transition could be changed to "Request information from Customer" or something similar so that it's obviously a transition.

As it is, I reply with a message saying something like "Thanks, I understand the request and will let you know what we find" and then I have to click the "Respond to Support" button so that it transitions back to Waiting for Support. This also triggers an unnecessary email notification.

Thanks.