Unlocking Zendesk: Why the pending status is your most underrated feature

The pending status might be Zendesk's most underrated feature. Most support teams ignore it, but it can transform how your team manages tickets and protects your SLA performance.

In this video, Jude explains exactly when to use pending status and how to set it up properly for maximum impact.

What you'll learn:
👉 When to use pending vs keeping tickets open
👉 How pending status keeps agent views focused on actionable work
👉 Why tickets automatically reopen when customers respond
👉 How pending status pauses SLA timers (protecting your targets)
👉 Setup tips for views and follow-up automation

Key takeaways:
💡 Use pending when waiting for customer responses
💡 Configure views to hide pending tickets
💡 Set up automation for follow-ups after a few days
💡 SLA timers pause while tickets are pending

More from this series:
This is part of our Unlocking Zendesk series, covering the features that actually matter for support teams. Subscribe for weekly tips that make Zendesk work smarter for your team.