Setting tickets to Pending without a message to the user
We have a use case where sometimes we need to set tickets to Pending without writing the user a message. For instance, if we ask the user to test something and the user writes back 'I'll test it and get back to you', we don't want to respond to the user again, we just want to set the ticket to Pending and wait for the user to respond.
Some agents have reported that they cannot set tickets to Pending if there is no text in the Reply or Private Message field. However it does not occur for all agents. I am an admin and I can set tickets to Pending, without a message, without issues. One of the users who reported it is on Guided Mode - does it have to do with Guided Mode perhaps?
Thanks in advance for any thoughts!
Couple of questions:
What is your subscription level (Admin Center>Account>Billing>Subscription)
Also, can you look at the permissions for that agent's role? (Admin Center>People>Team>Roles)
I would suspect there's a limitation in that agent's role.
We are on the Enterprise plan. In regards to the role - which permission would be the one that affects this? I have reviewed the permissions in the different roles (it has been reported by users with different types of roles), but there is nothing that would immediately indicate to me that enabling/disabling it would fix the issue.
This is the first place I would look:
Also, look at the events on the ticket(s) that won't change to pending. There may be a trigger firing that's overriding your status.