ok, I could do!! you have add a new state, ex: "response", now, in sysconfig, change the state in "Ticket::DefaultNextComposeType" to "response". Now, in Postmaster filter, create one filter with Subject = .*Ticket.* then X-ORTS-State = open end. now you have two state, one for open tickets without response for customer (response) and one state (open) to tickets with response of customer.
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