"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).
6 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.