Question

A client calls about an existing ticket that is pended in the Admin Staff queue for 1 day from the current date. Once you finish your updates to the ticket, what should you do about the pended status?

1) Close the ticket
2) Reopen the ticket
3) Assign the ticket to another staff member
4) Leave the ticket pended

Answer 1

You should assign the ticket to another staff member if it is still pending in the Admin Staff queue for 1 day from the current date.

Step-by-step explanation:

When you finish your updates to the ticket, you should assign the ticket to another staff member if it is still pending in the Admin Staff queue for 1 day from the current date. Assigning the ticket to another staff member ensures that it continues to be worked on and not left unattended. Closing or reopening the ticket might not be appropriate at this stage, as it may require further action from another team member.