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Add a waiting 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 the pending reason

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

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Click on add

Name your waiting 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.

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Setting up the resolution option

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

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Define a follow-up template

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

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 personAlt text

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

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 fieldAlt text

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 waiting to a ticket

When you respond to a ticket, you'll be able to click on the pause symbol and select the waiting reason you've just created

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Automatics actions


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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