Seeking an alternative status name for "Waiting for Support"

[Joe Doherty]

I’m designing a JSM service request workflow and really like the concept of using statuses like “Waiting for Support” and “Waiting for Customer” to clearly communicate ownership as tickets move back and forth between the agent and requester.

The feedback I’ve received from our Service Desk manager (that I agree with) is that “Waiting for Support” sounds too passive — as if the team isn’t actively working on the issue. I know Atlassian Support uses “Atlassian Investigating”, but that feels more like an early diagnostic phase and doesn’t capture when an agent is actively fulfilling or implementing the work.

What status names have others used that convey ownership, apply across the lifecycle of a service request, and still sound natural to users?

A few options I’m considering:

• Support Working

• Support In Progress

• With Support

Would love to hear what’s worked well for your teams!

[Christopher Yen]

We just use "In Progress" when the clock is running on our side, I think it's clear and simple for the customers, but yes I think as long as you move away from the "Waiting" prefix when the work item is actively being worked on that will be better received. 

[Anthony Morais]

Hi @Joe Doherty 

Very well noticed by the Service Desk Manager and yes, it really does sound too passive! I’d like to contribute with an option that I believe fits well with the workflow’s maturity level.

Assigned to Support: clear for both agents and customers, and it conveys a sense of accountability.

Hope it all goes well! hahaha

[Esteban Diaz]

Hi @Joe Doherty ,

In some cases, I keep the original status name for internal use (agents) and mask it to show customers a friendlier status name, such as "We are working on your request".

And even more... you can mask many different workflow statuses with the same name for customers; they don't need to know all the internal back-and-forth and status names. For example, to resolve a request internally, you might need to transition through 5 statuses, but you can show your customer only one status name, like "Solving your request."

Here is a guide that may be useful: Customize the workflow statuses for a request type 

Cheers, 

Esteban

[Dave Liao]

@Joe Doherty - In your examples, I'm partial to With Support.

Try to strike a balance with Statuses that express the true state of the work, but doesn't confuse your customer. Of course, take advantage of JSM's customer-facing statuses (per request type!) for the best sort of orchestrated mayhem. 😉

p.s. HI JOE!