Suppose you are employed by the CompanyX but working on CompanyY's support project using Zendesk.
So below table would help you to get an idea regarding the logic behind setting the Zendesk ticket status.
|Ticket status should be||When response/action required from|
|Open||Agents of CompanyY support team|
|Pending||Requester or customer|
|On Hold||CompanyY engineering team|
You can set any of the above status while submitting a response or after updating the details in the ticket.