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.
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.
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.
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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