When is the status of a help desk ticket set to Pending-Verification?

The status of a help desk ticket is set to Pending-Verification when the Process ticket step starts because this indicates that the ticket has gone through an initial review and is now in the processing phase where specific checks or actions are undertaken. At this stage, the ticket requires validation or verification to ensure that the issues reported have been addressed and that the necessary actions are being completed.

Aligning with typical workflows in help desk systems, setting the ticket to Pending-Verification indicates that the ticket is not yet resolved or closed but is actively being worked on, with an emphasis on confirming that the issues are being handled correctly. This status helps communicate to the team that further verification is required before moving forward toward resolution or closure.