Pending Tickets

Tickets currently awaiting a response or action from the customer. These tickets are on hold because the support team needs additional information or customer input. They remain in the active queue but require no immediate agent action.

Why Pending Tickets Matters

Reveals how much of your queue is blocked by customer response time. Helps distinguish agent capacity issues from customer delays.

How to Calculate

Count of tickets in pending status at the specified point in time.

In TicketBoard

TicketBoard helps you track pending tickets and related metrics from your Zendesk data. Connect your account for instant visibility.