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 a 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 -> 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.