Melissa

I'd like to create a custom ticket status field called "In Process" which would help agents and managers better sort and identify tickets that have moved from a "Pending" status once the customer responds. Currently these tickets are given an "Open" status, which is cumbersome for agents dealing with a high volume of open tickets. 

Since ZD doesn't seem inclined to listen to our requests for custom status fields (something supported by the majority of their competitors), can anyone recommend a workaround?