Confusing Ticket Views for End Users

The tickets' statuses don't necessarily equal the VIEW choices for the END USER in the self service portal. For example, what's ON HOLD for AGENTS is actually AWAITING INFO for the END USER.

More specifically, when the AGENT needs more info from the END USER, they would typically change the ticket status to something like AWAITING INFO, which puts the ticket ON HOLD, and that status makes sense to the AGENT. But for the END USER who is viewing their tickets in the self-service portal, I think they should find that ticket not in MY ON HOLD TICKETS, but in a view that makes more sense to them, like MY TICKETS NEEDING ACTION.

If we updated that END USER's options for VIEWING tickets in the self-service portal, I think this would help them better understand which tickets they need to take action on, and which ones the AGENTs are working on. I would propose VIEW options for the END USER not to match the ticket status, but to be grouped and named something liek this: TICKETS NEEDING ACTION (on hold status only), TICKETS IN PROCESS (open status only). See attached screenshot to see existing END USER VIEWS.

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