Getting attention on a "pending" ticket

[jthoms]

After support responds to a ticket, but does not fully resolve the issue, I believe the status goes to "pending." When there's a bit more info on an issue or I'd like a bit more information, I've often needed to somehow get the attention of support staff again. In Zendesk, this was done by changing the status back to "open." I've tried this same workflow in ServiceCloud, without much success.

What's the best way to resurface a ticket for a bit of attention from support?

I'm specifically curious about Tier 1, but would imagine the question might apply more broadly than that.

[kona]

 @jthoms ​, this is a great question, but should probably get added over in the Ticketing System Transition​ area. That way Deactivated user​ will see your question and be able to respond!