We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.
You have a quick and efficient support team being ninjas and solving customers' issues and they send out a response promptly. When they eagerly await feedback from the clients on the thread, you would want to group them in a status relevant to this scenario and so you could add a status called "Awaiting Customer response."
Please navigate to Admin > Workflows > Ticket Fields > Status > and add one in the dropdown -> as you do not want to violate SLA on a ticket - you could turn this off for this status as you are anyway waiting for them to get back.