Pending Ticket (Explained)

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.

Implementing a comprehensive ticketing software can be highly beneficial when it comes to managing all your incoming tickets. This is where ticketing tools come in handy. These tools allow you to categorize and label tickets, ensuring that they are not overlooked or forgotten. With the right ticketing tool, you can set reminders and notifications for pending customer tickets, ensuring that these tickets are actively managed and resolved in a timely manner.

Are you looking for an effective ticketing software for your business? Look no further than LiveAgent! With its comprehensive set of features and intuitive user interface, it is a great solution for managing customer inquiries and support tickets. Take your customer support to the next level with LiveAgent’s ticketing software.

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’s 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 Sales manager

Open ticket

LiveAgent is a customer service software with features like complaint management, email management, and self-service software. It offers a free trial and GDPR-compliant policies. The ticketing system organizes and manages customer service requests to improve efficiency and provide real data insights. With features like universal inbox, CRM integration, and automation, LiveAgent's ticketing software helps improve response times and increase productivity.

Ticket management

Ticket management is a necessary feature of help desk management. A company uses ticket managing to answer customers’ requests.

Agent ticket scope

Ticket scope defines what your agent is able to see and what's not. This tool manages the access to all information. Which agent will see what information.

Open ticket

Ticketing software LiveAgent is a highly recommended tool for improving customer service, communication, and support. It has helped businesses increase customer satisfaction and sales while saving time and improving productivity. Open tickets are crucial for efficient customer service, allowing clear communication between the customer and support team until the issue is resolved. LiveAgent's ticketing system can help streamline the process and ensure faster resolution times.