Right now, the only options for a Ticket status are Open, Pending, Resolved, or Closed. When you select pending, the ticket is flagged (for the requester at least) as "Awaiting your reply." There are times when we are not awaiting the requester reply, such as if we are waiting for a response from a VAR or a response to a service request approval.
Is there a way we can either customize these flags (So, for instance say "Waiting for Approval" or "Waiting for response from VAR") or just simply an "On hold" option, where it doesn't flag as waiting for Requester response?
To clarify, I mean to change the flags on a per-ticket basis, instead of changing them for every ticket.