Being Able to Update Customer/Agent Without Transitioning to Waiting for Customer/Support

Problem Definition

Updating Customer/Agent without transitioning.

Suggested Solution

It is good to have an option to just update the Customer without transitioning the ticket status. As statuses of waiting for customer and waiting for support make the assumption that each comment made by customers and agents hands the ticket back to the other party. This is not always the case.

Workaround

The new feature on Service Desk Introducing automation in JIRA Service Desk 2.4 and Automating your service desk

Using JIRA Automation Plugin
Unfortunately third-party plugins are out of our support scope. To get support for the plug-ins you need to contact the related vendor as they have more experience. You can easily find the details of the plug-in at Atlassian MarketPlace.