If a ticket is in a pending reminder state (expired or not) when someone sends an email (email-external input) the ticket goes to open state, and that's fine to me.
But, if I want to change the state of the ticket as agent I cannot move it to an open state (or a different one). Nor internal-note or external-note added can change the ticket state.
Is this the right behavior? How can I move from pending-reminder to open state without external input?