Would it be possible to change the waiting on customer status to on hold, and then you have the option of putting waiting on customer as a sub status? instead of having waiting on customer for all the on hold selections.

I see, in that case I will record it as a Feature Request for our Engineers to look into.

Hi MatThanks for your response, the current status waiting on customer is very confusing, we use this status when we need to put the sla on a ticket on hold and this can happen due to a variety of reasons, such as waiting on supplier. While the sub status’ can be changed to whatever we like and we can make the customer see something differently entirely, it still confuses agents.So can you make this say On Hold instead of waiting on customer?

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