From Evan at ZOZI:
Although I wouldn’t call this entirely scientific, it’s my conclusion that the “pending” status and process doesn’t actually benefit our users. Customers who don’t respond, won’t respond. Instead, it wastes agent time and may annoy the customer.
Awesome to see Evan putting this practice through a test. Personally, I’ve never been a fan setting a “pending” status for cases where I’m waiting on a customer to respond. I use it for cases where I need to contact the customer in the next few days. But if I’m waiting to hear back from a customer, I go ahead and use the “closed” or “resolved” option for them.
Nice informal testing Evan!