Pending Flow

Pending Flow is a fundamental and strategic part of the support process in Zendesk. It is a sophisticated, automated system implemented to ensure that no cases grind to a halt while a reply or action is awaited from a customer or a third party. The flow is designed for proactive communication with the end user, for setting clear expectations and for automatically closing cases that are no longer active. This frees up time for agents, keeps the support overview clean and relevant, and ensures a consistent and professional customer experience.
The system is built around three central automations that work together to handle a case from the moment it is set to Pending status, until it is either resumed or closed.

Why is a structured Pending Flow crucial?

A well-designed Pending Flow is more than a technical solution; it is a core tool in the customer service strategy. It provides a number of benefits:

• Efficiency and productivity: By automatically following up on inactive cases, it avoids agents spending time manually checking cases that are waiting on the customer. This frees up resources that can be used to solve complex problems.
• Improved customer experience: Customers see that the case is being followed up, even while a reply is awaited. Clear and timely reminders signal proactive and engaged handling.
• Data quality and reporting: When inactive cases are closed automatically, reports and dashboards reflect the real workload. The build-up of "zombie cases" that can skew data and SLA measurements is avoided.
• Proactive communication: Instead of letting the customer forget the case, the customer is kept informed of what is needed to move forward. This reduces the number of cases that have to be reopened later.

The anatomy of Pending Flow

Pending Flow consists of three automations that are triggered at different times. Each automation has a distinct purpose and a specific tone that guides the customer and supports the progress of the case.

Step 1: First follow-up notification (Bump 1)

The first automation is designed to give the customer a friendly and helpful reminder. The tone is light and service-oriented.

• Name: Pending notification Bump 1
• Purpose: To send a follow-up message to the customer as a reminder that their input is needed in order to continue.
• Timing: Triggered 2 working days after a case has been set to Pending status.
• Action: Sends a notification to the end user via email.

Example of a notification to the customer:

Hi [Customer name],

We are following up on your enquiry ([Ticket #]). We have not yet received the information needed to be able to help you further. You can reply directly to this email, and we will follow up as soon as possible.

Kind regards,
[Name/Team]

Step 2: Final reminder (Bump 2)

If no reply is received after the first reminder, the communication is sharpened slightly to signal that the case is close to being closed.

• Name: Pending notification Bump 2
• Purpose: To send a final, more pressing reminder to the customer before the case is closed automatically.
• Timing: Triggered 5 working days after the case has been set to Pending status.
• Action: Sends a final notification to the end user.

Example of a notification to the customer:

Hi [Customer name],

We are getting in touch again regarding your case ([Ticket #]). A reply is needed in order for us to continue handling your request. If we do not receive a reply within the next 24 hours, the case will be considered solved and closed. You can always reopen the case by replying to this email if you need help again later.

Kind regards,
[Name/Team]

Step 3: Automatic closing (Solve)

The final part of the flow ensures that inactive cases do not pile up in the system, and that the queue remains relevant.

• Name: Pending notification Solve
• Purpose: To solve a case automatically if the customer has not replied within the defined time frame.
• Timing: Triggered 6 working days after the case has been set to Pending status.
• Action: Solves the ticket automatically. This is combined with an internal notification to the responsible agent, so that the agent is aware that the case has been closed.

Technical implementation in Zendesk

For the automations to work correctly, they depend on specific conditions that define when they are triggered.

Basic set-up: The standard "Pending" status

The basic condition for starting Pending Flow is that a case has the status Pending. This ensures that the flow is only activated for cases where an external action is deliberately being awaited.

The condition in Zendesk typically looks like this:

This condition is the core of the system and ensures that the "Bump" notifications and the automatic solve only affect relevant cases.

Advanced set-up: Using custom statuses

In some cases, more differentiated flows may be needed. By using custom statuses under the "Pending" category, e.g. "Waiting on customer" and "Waiting on third party", the automations can be set up to run on several specific statuses.

This makes it possible to use different communication strategies and time frames depending on who is being waited on. To achieve this, the conditions in the automations must be configured to check that "all" conditions are met.

In the example, the automation is triggered if a case has either the status "Waiting on customer" or "Waiting on third party". This provides greater flexibility in workflows and makes it possible, for example, to use longer waiting times when an external supplier is being awaited.

Choosing the time frames

The time frames of 2, 5 and 6 days have been chosen to fit the current service level and customer expectations:

• 2 days: A friendly reminder that does not seem too intrusive.
• 5 days: A more serious reminder that clearly signals a deadline.
• 6 days: A short grace period after the final reminder, before the case is closed.

The time frames can be adjusted if business needs or customer feedback change.

Best practices for agents

To get the most out of Pending Flow and ensure a consistent customer experience, the following guidelines are recommended:

1. Communicate clearly and precisely from the start

When an agent sets a case to Pending status, it is crucial to communicate clearly and precisely to the customer why a reply is being awaited and what is needed. A macro with a clear message should be used.

Example of a good initial Pending message:

"Thank you for your enquiry. In order to help you further with [specific problem], we need [specific information, e.g. a screenshot of the error, account number, etc.]. The case will therefore be put on hold until this is received. You can reply directly to this email with the necessary information."

2. Use macros consistently

It must be ensured that all agents use the correct macros to set a case to Pending status. This ensures consistent internal notes and customer communication, as well as the correct triggering of automations. The macro must both update the status to Pending and send the initial message to the customer.

3. Understand the timing

Attention should be paid to the timing of the flow. If a customer states that they will reply later (e.g. "tomorrow"), it is still important to set the case to Pending status. The system acts as a safety net, and it is better to have an automation that does not become relevant than a case that is forgotten.

4. Be aware of internal notifications

When Pending notification Solve runs, it can be configured to send an internal notification to the agent. This gives a final warning that the case is about to be closed automatically and provides an opportunity for manual intervention if there is a particular reason to keep the case open.

Troubleshooting

If an automation in Pending Flow does not work as expected, the following can be checked:

The automation does not trigger

• Check the conditions: Is the case in the correct status (Pending or one of the relevant custom statuses)? A minor error in the status name or an extra condition that is not met can prevent the automation from running.
• Check for updates: Zendesk automations are only triggered when a case is updated. If a case has been in Pending status for a long time without any other updates, it may be necessary to make a minor change (e.g. add and remove a tag) to "wake up" the automation.
• Check for conflicts: Check whether other automations or triggers change the case's status before Pending Flow has a chance to finish running. For example, a trigger can set a case back to Open if the customer replies, which is correct behaviour.
• Is the automation active? Check under Admin > Business Rules > Automations that the relevant automation is switched on.

The customer does not receive the email

• Check the customer's email profile: Is the customer's email address correct? Is the user perhaps "suspended" in Zendesk, which blocks all outgoing communication?
• Check for "Suspended" tickets: If an automation sends a message that is marked as spam for some reason, the entire case can become "suspended". Check under Suspended Tickets whether there are any cases from the customer that have ended up there.

By implementing and maintaining this flow, an efficient, transparent and customer-oriented support process is supported, which minimises the number of stalled cases and improves the overall customer experience. The flow is a central tool in the work of delivering first-class service.