Pending reason

A reason to wait allows you to put a ticket on hold, send automatic reminders and resolve the ticket if it has not received a response. All these actions are subject to conditions:

• the interval between automatic follow-ups;

• the number of follow-ups before resolution;

• setting up a follow-up template;

• implementation of a solution template.

Create a pending reason

• Go to setup > dropdowns and enter pending reasons in the search box

• Click on + Add

View pending resason

• Name: name of the pending reason (appear in dropdown-list);

• Comments: optional, internal note;

• Default pending reason: set the default pending reason;

• Pending per default: define whether it will be pre-selected when the pending reason is activated;

• Calendar: select a calendar so that reminders are sent in line with the company's working hours;

• Automatic follow-up / solution frequency: disable or select the desired (every

• Followup template: select or add an followup template;

• Follow-ups before automatic resolution: disable or or choose the before closing;

• Solution template: select or add a solution template;

Apply a pending reason

• To apply a reason for waiting, open the relevant ticket;

• Click on answer/task/solution;

• Activate it using the button at the bottom of the answer/task/solution;

Apply pending reason

• Select a template or manually enter the information you need.

• Then click + Add

After the user has responded to the last follow-up, the reason for waiting is cancelled. If necessary, it will need to be applied during the next follow-up.