Where to change the text in the emails that are sent when an Incident has the Status "Waiting for Customer"?
There are 2 emails that can be sent when an Incident is in "Waiting for Customer" Status.
1) The Business Rule StopEscalationClock on the Incident Business Object has the email template that is sent when the Incident is initially set to the status "Waiting for Customer".
2) The Quick Action "Waiting for Customer Reminder" is sent by the Escalation Engine when there has been no response from the customer after 'n' number of days. By default this is set to 14.