I would like to be able to rename the default statuses in Freshdesk, Open, Pending, Resolved, and Closed.
For some reason, my team really struggles with the concept of the 'pending' status. We've talked about it, used examples, tried different analogies, but they keep misusing it, which leads to annoyed customers. It's a simple concept, which should be instantly graspable like 'closed', 'send' or 'attach', so I think that the name is what throws them off. I would love to be able to change it to something like 'waiting on customer' so that there's no ambiguity.
Agree. The new custom status options "Waiting on customer" are preferred for me. But it would have been preferable if Freshdesk allowed the "Pending" status to be renamed. As it is now, it presents ambiguity - who is the waiting on?
@freshdesk, can you allow "Pending" to be disabled?
p.s. I understand why you users struggle with "Pending". Its ambiguous. Pending what?
My workaround for now is to create a Ticket update automation "Change Pending to Waiting on customer" if changed by anyone.