# Add a pending reason

{% embed url="<https://www.youtube.com/watch?v=WIAOUtzrNGE>" %}

***

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](/files/PNP89390YwQvICApRR3U)

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`**.

<div align="left"><img src="/files/5PFFNMUUi1YVdBEyPmr4" alt="Alt text"></div>

## Setting up the resolution option

We're going to define that a ticket can be closed after 3 follow-ups.

<div align="left"><img src="/files/shbgplmazZrDNFhiW8nt" alt="Alt text"></div>

## Define a follow-up template

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

<div align="left"><img src="/files/1Dzfq9bW1X4rFSPYhAia" alt="Alt text"></div>

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

<div align="left"><img src="/files/NolUuiSETibi3rjky8zv" alt="Alt text"></div>

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

<div align="left"><img src="/files/y2eCQhJG2kjaEVPNGmB7" alt="Alt text"></div>

## 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

<div align="left"><img src="/files/Z30e3WISG7CmrGguAQUv" alt="Alt text"></div>

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](/files/FGJqzKPsSus7GetIB9AX)

## 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`**)

<img src="/files/fsweq3ksvl1N97S0x6WG" alt="" data-size="original">
{% endhint %}


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