Amanda Morphew-Ulm

@... We use the On-Hold status for that type of use case; here is how to enable it, if that would work for you.

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.