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!