Putting tickets to Pending vs putting them to On-Hold
Pending status is supposed to be used for the cases when we are waiting for some action or reaction from a customer (i.e. it is pending customer confirmation). I noticed that in many cases support people put the tickets to Pending when action is still required on our side:
- a call is scheduled, and we should send the invitation before the call, so no action is expected from a customer
- after the call, we are sending the summary, and there is still a follow-up required (e.g. we need to consult with our colleagues and clarify further action plan, again, no action is expected from a customer)
- we asked something in Slack e.g. we need help from developers, and we are waiting for the response internally
Moreover, putting the ticket to Pending in such cases is confusing in terms of history: let's imagine that somebody needs to know what happened with an old ticket several months later: they will see that some action was required from support, ticket was put to pending, then it was auto-closed, and it is not clear if anything was done or not.
I think we should not put the tickets to the Pending status in all these cases (the list of cases could be extended): we should either put them On-Hold (they won't be shown in the queue, but they will show up in 4 days even if we forget about them) or leave Open (sounds rather bad as our queue could grow big because of it). After we come to an agreement, we should reflect it in the workflow.
@gl-support, please share your opinions in comments.