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Pending ticket

What is a pending ticket?

Marking ticket as pending is a way of signalling that more time is needed for it to be resolved. When a ticket is marked as Pending, it’s 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 it’s lifecycle, as it may be solved immediately and therefore marked directly as Resolved.

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