Jiri Subrt

+1

Hi, 

our user case is similar to above ones. We have lots of tickets that are either:

• Escalated to other teams that are outside support. And customer knows this and they know we need to wait for the resolution and that they shouldn't expect new updates soon.
• Waiting for some future action (new release, approvals...) and they can't be either solved or set to pending because neither us nor them can progress it.

It is especially important because unlike Freshdesk, Zendesk doesn't allow to create custom statuses! We used to have around 5 custom statuses in Freshdesk to distuinguish "waiting" tickets (such as "Waiting on Hardware". "Waiting on Backoffice"...). Also not ideal but it did suit us.