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"Suggested solution" status is linked to an email template under Servicedesk-> Settings -> Email templates, and then the email template "Suggested solution".
Her you can edit the template "Suggested solution".

 
 
If the customer responds to your email, the case will automatically get the status not started in the overview.
If the case is resolved, it will automatically reopen and appear in the overview.
 
 
 
 
 
 

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