Hi david meakinz It’s Mat from the Support Engineering Team

We have Wait block in coule places in Intercom. can you elaborate on that feature so we can have a better understanding of your use case?

Hi Mat

Thanks 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?
 

Hi david meakin, It’s Mat from the Support Engineering Team

Hmm Now I understand you are talking about Ticket statuses. Fortunately you can customise them. Please refer to this article to learn how to do that.

Hi 

While the customisation for the sub headings is handy that doesn’t allow you to change the main title of waiting on customer.

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