A ticket is set to Pending status when awaiting external input or resources, indicating a temporary hold on progress.
It would be appropriate to place a ticket in a Pending status when further action on the ticket requires input or action from a third party, such as waiting for a customer to provide additional information, or when you are waiting for a part or tool to arrive to complete a service request. The Pending status typically indicates that the ticket cannot progress due to factors outside the immediate control of the support team, and it serves as a reminder to follow up on the ticket at a later time.