Pending ticket

What is a pending ticket?

Marking a ticket as pending is a way of signaling that more time is needed for it to be resolved. When a ticket is marked as Pending, its SLA timer is paused. This provides the agent responsible for this ticket with more time to find a solution.

It is not necessary for a ticket to be marked as Pending during its lifecycle, as it may be solved immediately and therefore marked directly as Resolved.

Frequently asked questions

What does a pending ticket mean?

A pending ticket is a ticket that the agent takes more time to resolve or needs additional information to resolve a customer's problem. This is most often the second stage in the ticket's life cycle.

Do you need to mark all tickets as pending?

Not every ticket has to be marked as pending. If the agent can provide a quick response then the ticket does not need to go through a pending status. This marking is useful for agents who have a lot of tickets and indicates that the customer is still waiting for support in this ticket.

Where can you check a list of pending tickets in LiveAgent?

You can check the waiting list of tickets in the tickets section next to all tickets. You can also filter the list accordingly to show you only pending tickets.

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Expert note

Marking a ticket as pending is useful for agents who need more time to resolve a customer's problem. It's important to prioritize and resolve pending tickets quickly for customer satisfaction.

Andrej Saxon
Andrej Saxon
Sales manager
A ticket management system is a piece of software that organizes all customer queries into a single centralized inbox called a universal inbox.

Ticket management system

A ticket management system is software used by customer support representatives to manage and store various customer queries from multiple channels. It streamlines all customer messages from social media, live chat, email, phone, and customer portals. A ticket management system must have features such as a single, centralized inbox, hybrid ticket stream, ticket splitting and merging, departments, tags, ticket routing, automation, data analytics and reporting, private notes, responsibilities/assignments, gamification, omnichannel support, SLA compliance, built-in CRM, internal chats and calls, and third-party integrations. Ticket management systems are used by customer support agents, IT staff, marketers, and sales representatives. Using Gmail or Outlook for ticket management may result in lost or forgotten tickets, duplicate answers, and difficulty in organization, search, and overview. Ticket management systems solve problems by improving slow response times, reducing churn, improving productivity, and increasing customer satisfaction.

Ticket system is a shared inbox for all tasks from your customers. All messages will automatically transform into the same ticket.

Ticket system

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Read about the resolved ticket status. Understand customer support concepts in-depth with simple explanations from professionals.

Resolved ticket

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A ticket can go through various phases throughout its lifecycle. Ticket can be postponed until later, marked as spam, deleted or purged.

Ticket lifecycle

Live chat software is a popular customer service tool, but agents must possess strong skills for success. Etiquette tips include preparation, personalized scripting, friendly greetings, and canned responses. Custom statuses are also important for accurately reflecting the status of a ticket. LiveAgent is a help desk solution that offers custom statuses and connects multiple channels in one interface.

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