Karen Lam

+1 for custom statuses. My team works with different types of tasks (scheduled or planned tickets, questions, maintenance, vendor communications). Currently our main painpoint is our "open" queue is very bloated as it contains both actionable tickets (the requester has feedback to share) and scheduled updates which are ready but we are unable to push into production yet as the appropriate scheduled time hasn't passed. These tickets are in "open" because they require an action at some point in time, by the agent. We already utilize "pending" exclusively for any ticket type that is waiting for client feedback, and "On-Hold" for vendor communication or waiting for a company product release. So an additional status, or being able to customize/add additional statuses, would really help us with organizing our queue and correctly applying SLAs.

Another issue which would be resolved with an additional status, is for SLA triggers. Currently our SLA breach reports are not accurate, as we have SLA timers for all open tickets (to ensure we're responding back to our clients), although we do use tags and at times manually modify the ticket urgency to reset or remove the SLA, there isn't an encompassing way, it seems, for us to maintain SLA breach reporting when our scheduled tickets continue to show a breach (scheduled tickets could range from hours, weeks or months before they are closed out).