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Deferrals are not a manual reminder – they are a systemic control mechanism. A ticket in the “pending” status disappears from the active processing flow and automatically returns at a defined point in time.
Not every ticket can be closed immediately. Sometimes information is missing from the customer, an external process needs to be completed, or processing is intentionally delayed for a later point in time. Deferrals systemically map exactly this situation: A ticket is temporarily paused and automatically made available for processing at a predetermined time.

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Status and Due Date

Deferrals are based on the interaction of two ticket attributes:
  • Status “pending” – The ticket is active but not intended for immediate handling. It is not distributed by the smart routing.
  • Due By (dueBy) – The point in time at which the ticket is automatically reset to “open”. Specifying a due date is mandatory when setting the status to “pending” and it must be set in the future.
Both fields directly interlock: Without a due date, no ticket can be set to “pending”. This prevents tickets that permanently fall out of the processing flow.

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System Behavior

As soon as a ticket is set to “pending”, the following occurs in the system:
  • The ticket is removed from the active distribution of smart routing – it does not receive an assignment as long as the status is “pending”.
  • An internal reminder is created that references the due date.
  • An automatic process resets the status to “open” at the due date and releases the ticket for processing and smart routing.
  • The system generates a ticketUpdated event with the flag autoOpenedDueToDueDate: true, which can be evaluated for external integrations.
If a ticket is manually set to “pending”, the system marks the due date as manually set (dueByWasSetManually). Automatically calculated due dates - for example, through tag configurations - remain separately traceable.

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Use cases

Waiting for customer feedback Information has been requested from a customer. Until a response is received, the ticket should not appear in the active inventory. With a due date – e.g., in five days – it automatically returns if no response has been received. Dependency on an external process A downstream process (e.g., system processing, consultation with a specialist team) must be completed before the ticket can be further processed. The deferral ensures that it reappears at the right time. Targeted date control A ticket should not be processed immediately, but at a specific date - for example, because a rate only applies from the next month or a contract period should be waited out.

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Impacts on Analytics and Time Recording

Setting the status to “pending” is reflected in the handling export as the handling category statusAction even if no response has been sent to the customer. This correctly reflects the activity of the processor in the AHT. Tickets with the status “pending” appear in the ticket overview and can be viewed specifically using the status filter. This keeps the total stock transparent, even if tickets are not actively being processed temporarily.

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API Integration

Deferrals can be set and controlled via the Enneo API. Requirement: dueBy must be specified and be set in the future. The reset to “open” is done either automatically by the time-controlled process or manually via the same endpoint with “status”: “open”. 
PATCH /api/mind/ticket/{id}
{
"status": "pending",
"dueBy": "2025-06-01 08:00:00"
}