Marking tickets pending and when to close them out while waiting for a response from a customer:
3 Days - Mark pending again
6 Days - If it's a direct easy question we're waiting on their response from, a friendly ping of "hey just checking in on this" (Ex. Waiting for an address to ship something out)
If it's a question that doesn't have a high time bearing, marking it pending one more time is fine (Ex. Checking in on this, did everything work this weekend?)
9 Days+ - Using best judgement mark as pending one more time or send the "Closing this ticket, feel free to reopen" message
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