SmarterTrack needs more Status options or the ability to add your own Such as Hold or a waiting for Agent vs active waiting for agent
Idea shared by Alexander Peck - January 3, 2017 at 11:54 AM
I suggest multiple "Waiting" options for both waiting for Agent & Waiting for User and/or a hold be added for Status options and/or a way to add custom Status for Tickets within SmarterTrack. 
Alex Peck
Senior Analyst
Superior HelpDesk

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