"Pending" on tickets?
What does this mean?
Solution:Jump to solution
'Pending' means that a public-style comment has been sent and the ticket is pending the client's reply. That said, there was a bug recently where this was happening for all comments and might explain why you were seeing it more than normal (fixed last night).
10 Replies
@Mikel any ideas on this one? Or need me to put a ticket in?
Solution
'Pending' means that a public-style comment has been sent and the ticket is pending the client's reply. That said, there was a bug recently where this was happening for all comments and might explain why you were seeing it more than normal (fixed last night).
Ah gotcha, OK. Thought it might have been pending delivery or something and was scared 😂
If is is a status for "Waiting on Reply" would it be more functional to say Waiting on Reply. Pending has so many meanings.
We want to keep it as a state (and not a status) as this is far more flexible and can exist alongside any status… including custom ones on the future. E.g
A ticket can stay in New while pending a reply for triage
A ticket can stay in On Hold while pending a reply from a vendor
Maybe we can add a hover tooltip to explain what’s going on when you see the Pending state — how does that sound? And potentially rename it ‘Pending Reply’
Yes, context is always better than just a tag that doesn't explain anything. There's nothing in the documentation about this either so it's confusing.
Circling back on the Pending system tag. We count on it for knowing what tickets are waiting on the customer to reply. I am seeing the pending lable is being removed when I add an internal comment. Is this by design. When it goes away we do not kow the ticket is pending a customer reply. Bug?
I actually dont find this anywhere near as useful due to not being able to control that state.
9/10 times pending didnt seem to be relevant, in fact I thought it meant pending actions and it was irregular enough, i just ignored it.
In both cases you mention could "state" in the on hold reason.
"Waiting on reply" as a status, relays that information visually to the end user well, then when a response is received changing the state back to a technician oriented status again relays that information in a concise way.
"Pending" is vauge, and I dont want it to be outside of my control when that state is set. So if I post a public comment informationally and dont need a response, i definitely dont want "pending reply" to be its state.
I do this by using a status' set by shortcut "Waiting on client", and an automation "User replied" to set it back when they reply.
In my opinion this is very dependable and clear on what is happening, and controlled by the tech.
Thanks for all the insight. Definitely need to play around with it to see what works for me. I did try to change and create a different status, but I need to make sure how the ticket status will change once the customer does post a reply. If the workflows and automations works seems we can do away with Pending.