I would like to see the ability to put a ticket in pending BUT for someone who is CCd on the ticket. I have come across too many times where the person who put the ticket in is not who we are waiting on, but we need a response from someone who is CCd on the ticket before that ticket can move forward.
In the past we have sometimes been able to edit the ticket details and change the requester to the person CCd, then put it in pending. However this just gives that person incentive to not answer the question and have it close automatically.
If there is already a way to do this please let me know. Thank you!