I am trying to achieve something that seems like it should be simple... But I can't for the life of me figure out exactly how to make it happen... When an agent sets a ticket in a specific queue (named "Active Tickets") to *Pending Auto-Close* I would like the ticked automatically unlocked moved to a sub-queue of that queue (named "Pending Customer Response"). Then upon receipt of a customer update to the ticket I'd like the ticket moved back to the parent queue ("Active TIckets") Has anyone got any insight in exactly how I can achieve this functionality? Thanks in advance.