If you have reports that reference
is_hold specifically, they must be updated to use the status instead following the change to Pending Status:
BEFORE: WHERE tickets.is_hold = 1 AFTER: WHERE tickets.status = 'pending'
Any time you reference awaiting_agent, you may want to also include pending to maintain the same results as before. (Of course, it might actually be that the proper behaviour you want is not-on-hold tickets but you just didn't think to exclude them before.)
... WHERE tickets.status IN ('awaiting_agent', 'pending')