how can I create a new state "pending" to add to the existing list of "open",  "close", "archived" and "deleted". thanks

You cannot add "States".  You Can add Statuses.Go to Admin panel -> Manage -> Lists -> Ticket Statuses.Add any ticket status you want.

right, I'm aware of that. I've created a new sub menu "Pending" that counts every open state with the status_name of pending. How can I change the sub menu "open"  behaviour to only show the open state except the pending statuses ? 

Version of osTicket?sub menu?  osTicket doesn't have anything called "sub menus".screen shot / mock up of what you mean?

I'm using osTicket (v1.10.1). I've managed to only show open tickets using the $tickets->exclude(array('status__name'=>'my_custom_status')).That was what I was looking for. 

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