Set ticket pending when technician posts public reply
Set ticket pending when technician posts public reply
Technician public replies without status updates create ownership gaps and delay fixes. It marks tickets Pending so your IT team sees follow-up needs immediately and keeps SLAs on track.
Overview
Technician public replies often leave tickets in the wrong state, creating follow-up gaps and SLA risk; this flow marks those tickets Pending so ownership is clear. The result: support coordinators and on-call engineers see needed actions within minutes and can triage faster.