The Pending feature allows you to view all support tickets that are in the Pending queue of the Support Inbox. Pending tickets may be those that agents marked as pending, tickets that were transferred to these agents but were not answered within 30 seconds, or tickets that were automatically moved to pending when the agent was logged out for more than 30 seconds. Remember, these tickets can be resumed at any time.
To access this feature, go to Support > Inbox > Pending.

When you cannot resolve a ticket at the moment, it is possible to classify it as Pending.

In this tab, the agent finds only their own pending tickets. To return to the conversation, simply click the Resume ticket button.

In Active tickets, you can click the icon to Move conversation to pending. By doing this, the conversations will automatically be transferred to the Pending tab.

That’s it! Now you know how the Pending tab in the Support Inbox works.