I understand that the ticket statuses that are displayed to end users in Help Center are different than the language that's displayed in the admin console. This configuration is only confusing to the end user who is looking at tickets for their organization or tickets they are cc'd on. No one is awaiting their reply. Please change this language to waiting for requestor to reply.
Ticket Statuses in Help Center
Hi Jen,
You can edit the language which is displayed for ticket status' to end-users on the HC.
If you navigate to Objects & Rules > Tickets > Ticket Statuses > Edit the pending status. Once you're in the edit window, you'll see that you can customize the name of the status and description which is visible to the end-user on the HC.
Hope this helps. :)
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