Customize Status Field Values

+1 - we really see the benefit of this as well! Cant wait to see this implemented. 

+1 On this feature. We would like the options for more transparency to our end users on the status of their ticket. We would like for the end user to at least see the same status as our internal agents. We rely on outside vendors to complete some customer tasks so the On Hold status in particular lets our agents know a vendor is on their way but the end user does not get this information and may sometimes interpret the open state to mean that no one is working to address their issue. 

I would like this feature as well.

I use ZenDesk for a legal department, and a "DORMANT" status type would be very helpful.

We are working with a system in which we will put the tickets on solved when we have the issue fixed, so the customer (end user) can have a specific amount of days before the ticket will close. 

However, this is not working because closed tickets are also shown as solved for the customer. 

Is there a possibility that these closed tickets can also be shown as closed for the customer. 

This would be a great functionality to have.

We understand that this suggestion is extremely valid. In addition, it would be important to be able to define what these statuses would look like for customers by defining the behavior and label presented internally to agents and externally to customers in the help desk.

This has come up as a need for our company, as we roll out Zendesk to more internal departments.

Just the ability to change the wording of existing statuses - "Pending" to "Pending User Response", and "On-Hold" changed to "Waiting on Third Party" would help us eliminate a lot of training and re-training time. We have agents who use "On Hold" for every open ticket even though they've been trained otherwise; if we could put our expectation right on the button, that would help us all get and stay on the same page.

Disappointing that this isn't available yet.  The lack of this feature limits the ability of Zendesk to support the processes of a business which are often more complex than 3 statuses can describe.  I've worked with other systems in the past and custom statuses allowed us to manage a ticket over it's journey through multiple departments.  

I don't believe that the custom fields are a 1:1 replacement for this as others have mentioned.  Especially since you can't require a value in those.

Also, it would be nice not only to have the ability to modify statuses but also to multi-select them. 

For instance, we would like to be able to select Open and Awaiting your Reply at the same time.