# Add a pending reason {% embed url="" %} *** 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 the pending reason Go to **`setup`** > **`dropdowns`** and enter **`pending reasons`** in the search box. ![Alt text](https://2961961068-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsGALtnzA2IROeldmXKt5%2Fuploads%2Fgit-blob-ae362e0e1ecdff75a90d2f34ad189084c259bbca%2Fadd_pending_reason-1.png?alt=media) Click on **`add`** Name your pending reason ## Setting up the dunning option What happens next will depend on your needs. Start by defining the **`automatic follow-up frequency`**. In our example, we're going to carry out **`every 3 days`**.

## Setting up the resolution option We're going to define that a ticket can be closed after 3 follow-ups.

## Define a follow-up template This template will be used to send out reminders. Click at the end of the follow-up template field

Name your template and indicate the source of the tracking (helpdesk in our case) Then enter the content of your follow-up, which will be sent to your contact person

Add this follow-up and then select it from the drop-down list

## Define a solution template When this template is added to the ticket, it will close the ticket.Repeat the same process as for the follow-up templateClick on the at the end of the solution template field

Name your templateSelect the **`solution incident`** option so that the ticket can obtain the **`resolved`** statusAdd your follow-up and select it from the drop-down list. Your pending reason is now ready, all you have to do is click on **`add`** ## Adding a reason for pending to a ticket When you respond to a ticket, you'll be able to click on the **pause** symbol and select the pending reason you've just created ![Alt text](https://2961961068-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsGALtnzA2IROeldmXKt5%2Fuploads%2Fgit-blob-b151225b09851e5acdfad0ce16ef17a52ba16c59%2Fadd_pending_reason-10.png?alt=media) ## Automatics actions {% hint style="danger" %} **Warning** Pending reasons depend on the **`pendingreason_autobump_autosolve`** automatic action. Check that this is active and correctly set (**`setup`** > **`automatic actions`**)

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