Hi Kate,Any luck with setting this so it is working as you wish ?I've made some code changes to implement an "On-Hold" mod which gives an "On-Hold" queue alongside the usual Open / Answered / My Ticket / Closed ones.The only thing is an upcoming version of OsTicket will implement a feature called "Custom Queues" which should make this very easy to setup and my code will be unnecessary and might even be a bit of a problem to change from.Hopefully, you have worked out the difference in Open and Answered now, it is something which can be turned off however we find it really useful. After you as an agent replies to someone, the ticket goes to answered and it doesn't clutter up your view of the open tickets. Then when the person replies back, the ticket goes back to the open queue and is easy to find again. The ticket ping-pongs between the 2 as you both communicate however whilst the ticket status can vary, and even be set a custom value, there is the field called "state" which is either open or closed. As an example, the 2 statuses "Open" and my custom "On-Hold" status both share the same state of "Open".I'm not sure how other people go without an "On-Hold" status, we use it all the time, however hopefully the new version will sort this all out finally.If you want I can give you some direction towards where you can find my code, however otherwise as mentioned you may be better off waiting a bit longer yet.Cheers.