Tanya Anderson

I've mentioned before in this thread, but now that Zendesk may be working toward this goal...  The reason we need a custom status is because we share one department's ticket with a 3rd party vendor who only bills once per month. So they leave the tickets they've worked on as Pending for up to 30 days.  This skews our metrics in this department to the point where we cannot even use metrics.    Neither we nor our 3rd party vendor can use On Hold or any other status is because in both of our cases those statuses have been assigned for other use within our organizations. Tags will not work for us.   Thanks for listening.

Hi Zendesk Team:  We also would like a custom status option.  Our reason is because we share some tickets with a 3rd party vendor who only bills once monthly. They don't close tickets until they've been billed, so we will have hundreds of tickets hanging out as "Pending" for up to 30 days. Tracking workflow is impossible for this department.  We cannot use the "On Hold" status for this issue because we currently reserve that status for when we are waiting for other 3rd party vendors to fix issues on their end so we can then support our teams.   

It's 2018.  I see that this thread was begun in 2010.  It's time, please!  (please!)