When a request handler has replied to a customer and solved their problem, he can close the request. He will change the status from Open to Closed. In some situations both these statuses don't apply. When you are waiting for a response from the customer for example. In this case you perhaps need a status called, Waiting for reply.
When you need a extra status like this, you can add a new request status yourself!
Learn how to create a request status:
Service comes with three predefined statuses that you can use: Open, Closed and postponed.
You can add any additional request statuses you like.
In the Edit request status screen you can add a new request status. In the field Name you can enter the name you wish to use for your new request status.