When agents require more time or information to resolve an issue, they mark the ticket as pending. It is typically the second stage of the ticket's lifecycle. Agents mark tickets as Pending to indicate that the SLA timer for that ticket should be paused.
During the lifecycle of a ticket, it is not necessary to mark it as Pending. Some tickets go from Open to Resolved without ever being marked as Pending. Similarly, not all businesses prefer that the SLA timer be turned off when a ticket is marked as ‘Pending.'
