Pending tickets represent customer requests that still require action before they can be resolved. These tickets may be waiting for customer responses, internal approvals, vendor updates, or follow-up actions from agents. Monitoring pending tickets helps support teams manage workload, meet SLA commitments, and ensure customer issues are not overlooked.

In BoldDesk, you can track pending tickets using the built-in My Pending Tickets view or create custom views using Advanced Filters to monitor pending tickets for specific teams, agents, or business scenarios.

Understanding Pending Tickets

Pending tickets are customer requests that require additional action before resolution. Unlike solved or closed tickets, pending tickets remain active and visible until the required action is completed.

Pending vs. Solved Tickets

My Pending Tickets View

My Pending Tickets is a built-in system view that displays all active pending tickets assigned to the current user. Solved and closed tickets are automatically excluded, allowing agents to focus only on unresolved customer requests that still require attention.

By default, this view uses the following filters:

• Status Category = Pending
• Agent = Current User

This view helps agents:

• Follow up on customer requests.
• Track tickets awaiting internal responses.
• Manage unresolved customer conversations.
• Maintain ticket ownership and accountability.
• Monitor SLA-sensitive tickets.
• Ensure customer issues are not overlooked.
• Track cross-departmental requests while retaining ownership.

Access My Pending Tickets

1. Sign in to the BoldDesk Agent Portal.
2. Click Tickets from the left navigation pane.
3. Select My Pending Tickets from the ticket views list.
4. Review the tickets currently assigned to you that belong to the Pending status category.

View Team Pending Tickets Using Advanced Filters

If you need to monitor pending tickets for an entire support group or team, use Advanced Filters.

Common Filter Scenarios

Apply Advanced Filters

1. Sign in to your BoldDesk Agent Portal.
2. Navigate to Tickets.
3. Open any ticket view.
4. Click Filters.
5. Select Switch to Advanced Filter.
6. Configure the required filter criteria.

Example 1. Team Pending Tickets

• Status Category → Is → Pending
• Group → Is → Your Team

Example 2. Team Active (Unsolved) Tickets

• Status → Not In → Solved, Closed
• Group → Is → Your Team

Optional Filters

You can further narrow results using:

• Agent → Select one or more team members.
• Priority → High, Medium, Low, or Urgent.
• Created On → Preset period or custom date range.
• Additional custom fields based on your portal configuration.

7. Click Apply to display matching tickets.
   
   
   
   
   

Review Filtered Results

After applying filters, use the ticket grid to review relevant ticket information, such as:

• Ticket ID
• Subject
• Priority
• Status
• Assigned Agent
• Created Date
• Custom fields

Sort the list to identify:

• High-priority pending tickets
• Aging tickets
• Workload distribution across agents
• Tickets requiring escalation

Save Filters as a Custom Ticket View

If you regularly use the same filters, save them as a reusable ticket view.

1. Apply the desired filters.
2. Click Save As.
3. Configure the view:
   • Enter a View Name (for example, Team Pending Tickets).
   • Choose the appropriate visibility option.
   • Select the preferred ticket sorting order.
   • Configure Default Fields (Grid View).
4. Select and arrange the columns to display.
   • Up to 15 fields can be selected.
5. Click Save.

The new view will appear in your ticket views list and can be reused at any time. Explore How to Apply Advanced Filters and Save Views in BoldDesk.

Managing My Pending Tickets View

The My Pending Tickets view is a system-generated ticket view and includes several management options:

• Edit Settings
• View Settings
• Add Settings
• Set as Favorite
• Set as Default

To manage ticket views through the Admin module, users must have the Manage Ticket Views permission enabled.

Built-In Views Related to Pending Tickets

Depending on your portal configuration, the following predefined views may already be available:

• My Pending Tickets
• All Pending Tickets
• All Unsolved Tickets
• All Unsolved Tickets in My Group

Before creating a custom view, verify whether one of these predefined views already meets your requirements.

Common Use Cases

1. Monitor Personal Pending Work: Use the My Pending Tickets view to track all pending tickets currently assigned to you.
2. Monitor Team Backlog: Create a view using: Group = Your Team, Status Not In Solved, Closed. Sort by Created On (Oldest First) to identify aging tickets.
3. Track High-Priority Pending Tickets: Create a view using: Group = Your Team, Status Category = Pending, Priority = High. This helps highlight pending tickets requiring immediate attention.
4. Review Unassigned Team Tickets: Use: Group = Your Team, Agent Is Empty. This helps ensure incoming tickets are assigned promptly.
5. Standardize Team Queues: Administrators can create and share ticket views so multiple agents can work from a consistent set of queue definitions.

Troubleshooting

I Don’t See My Pending Tickets in the View List

Cause: The system view may be deactivated.

Resolution:

• Verify that you are in the Tickets module.
• Contact an administrator to confirm the view is active under Admin → Ticket Views.

Advanced Filters Option Is Not Visible

Cause: Advanced Filters are only available through the ticket list page.

Resolution:

1. Open Tickets.
2. Click Filters.
3. Select Switch to Advanced Filter.

Tickets I Expected Are Missing

Possible Causes:

• The ticket is assigned to another agent.
• The ticket is not in the Pending status category.
• Additional filters are applied.
• The ticket is in Solved or Closed status.

Resolution:

• Verify ticket ownership.
• Confirm ticket status.
• Remove custom filters and test again.

My Filter Results Don’t Match What I Expected

Cause: Incorrect filter operators or values.

Resolution:

• Verify each filter criterion.
• Check whether you’re filtering by Status or Status Category.
• Confirm Group and Agent selections.
• Validate any date filters being used.

I Lost My Filters After Refreshing the Page

Cause: Unsaved filters are session-based.

Resolution: Save the configuration as a ticket view using Save As.

I Can’t Edit or Manage Ticket Views

Cause: Missing permission.
Resolution: Ask an administrator to grant the Manage Ticket Views permission.

Frequently Asked Questions

1. What filters does My Pending Tickets use by default?
   My Pending Tickets uses:

   • Status Category = Pending
   • Agent = Current User

   For more information, see Predefined Default Ticket Views or Filters in BoldDesk.

2. Does My Pending Tickets show Solved or Closed tickets?
   No. Solved and Closed tickets are automatically excluded from the view.

3. What is the best way to view team pending tickets?
   Use:

   • Status Category = Pending
   • Group = Your Team

   Alternatively, use:

   • Status Not In Solved, Closed
   • Group = Your Team to track all active unresolved tickets.

4. Can I customize the My Pending Tickets view?
   Yes. You can add or remove filter conditions based on your workflow. A view supports up to 20 filter conditions.

5. Can I save my team pending ticket filter?
   Yes. Apply the filters and click Save As to create a reusable ticket view.

6. Why do I see fewer tickets than expected?
   Common reasons include:

   • The ticket is assigned to another agent.
   • The ticket is not in the Pending status category.
   • Additional filters are limiting the results.
   • The ticket is already Solved or Closed.

7. Can the My Pending Tickets view be deleted?
   No. It is a system view and cannot be deleted. It can only be deactivated.

8. What permission is required to manage ticket views?
   Users must have the Manage Ticket Views permission enabled in their role settings.

9. How many columns can I display in a saved ticket view?
   You can select up to 15 fields in the Default Fields (Grid View) configuration.

10. Can I transfer ownership of a custom ticket view?
    Not during creation. The creator becomes the owner by default. Ownership can be changed later by users with the appropriate permissions.

Related Articles

1. How to Apply Advanced Filters and Save Views in BoldDesk
2. Predefined Default Ticket Views or Filters in BoldDesk
3. How to create, change owner, edit ticket view filter for another user