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A ticket is marked as pending when agents need more time/information to resolve the issue. It’s usually the second stage of ticket lifecycle. Agents mark the ticket as Pending to indicate that the SLA timer for that particular ticket should be paused.

Not every ticket needs to be marked as Pending during its lifecycle. Some tickets move directly from Open to Resolved without ever being marked as Pending. Similarly, not all businesses prefer for the SLA timer to be turned off when the ticket is ‘Pending’.