Reset ticket state new (set it to open) on first communication with customer.

app/models/observer/ticket/reset_new_state.rb

@@ -0,0 +1,33 @@
+class Observer::Ticket::ResetNewState < ActiveRecord::Observer
+  observe 'ticket::_article'
+
+  def after_create(record)
+#    puts 'check reset new state'
+
+    # return if we run import mode
+    return if Setting.get('import_mode')
+
+    # if article in internal
+    return true if record.internal
+
+    # if sender is agent
+    return true if Ticket::Article::Sender.lookup( :id => record.ticket_article_sender_id ).name != 'Agent'
+
+    # if article is a message to customer
+    return true if !Ticket::Article::Type.lookup( :id => record.ticket_article_type_id ).communication
+
+    # if current ticket state is still new
+    ticket = Ticket.lookup( :id => record.ticket_id )
+    return true if ticket.ticket_state.state_type.name != 'new'
+
+    # TODO: add config option to state managment in UI
+    state = Ticket::State.lookup( :name => 'open' )
+    return if !state
+
+    # set ticket to open
+    ticket.ticket_state_id = state.id
+
+    # save ticket
+    ticket.save
+  end
+end

config/application.rb

@@ -39,7 +39,8 @@ module Zammad
       'observer::_ticket::_article::_communicate_facebook',
       'observer::_ticket::_article::_communicate_twitter',
       'observer::_ticket::_notification',
-      'observer::_tag::_ticket_history'
+      'observer::_tag::_ticket_history',
+      'observer::_ticket::_reset_new_state'
 
     # Set Time.zone default to the specified zone and make Active Record auto-convert to this zone.
     # Run "rake -D time" for a list of tasks for finding time zone names. Default is UTC.