diff --git a/htdocs/ticket/class/ticket.class.php b/htdocs/ticket/class/ticket.class.php
index 2a3160b3b67..ca78b2fc2fe 100644
--- a/htdocs/ticket/class/ticket.class.php
+++ b/htdocs/ticket/class/ticket.class.php
@@ -2677,7 +2677,10 @@ class Ticket extends CommonObject
 				}
 
 				// Set status to "answered" if not set yet, but only if internal user and not private message
-				if ($object->status < 3 && !$user->socid && !$private) {
+				// Or set status to "answered" if the client has answered and if the ticket has started
+				if (($object->status < self::STATUS_IN_PROGRESS && !$user->socid && !$private) ||
+					($object->status > self::STATUS_IN_PROGRESS && $public_area)
+				) {
 					$object->setStatut(3);
 				}
 				return 1;