Understanding 'On-hold' Status in Zendesk
What is the purpose of the 'On-hold' status in Zendesk?
The 'On-hold' status in Zendesk is used to temporarily pause a ticket while waiting for a specific action or time to pass. It is particularly useful when scheduling a ticket to reopen at a later date.
To use this status, you need to activate it in your Zendesk account. Once active, it allows agents to set tickets aside without closing them, ensuring they can be reopened automatically when needed. This is part of a workflow that includes setting a due date and creating an automation to change the ticket status back to 'Open'.
More related questions
How can I schedule a Zendesk ticket to reopen at a specific time?
You can schedule a Zendesk ticket to automatically reopen by using a combination of features like macros and automations. This involves setting the ticket status to 'On-hold' and using the 'Due date' field to specify when it should reopen. To set…
How do I create a macro for scheduling ticket reopenings in Zendesk?
Creating a macro in Zendesk helps streamline the process of scheduling ticket reopenings. It ensures that ticket properties are set correctly for automation. To create a macro, go to the Admin Center and add a new macro. Name it and provide a…
What steps are involved in creating an automation for ticket reopening in Zendesk?
Creating an automation for ticket reopening in Zendesk involves setting conditions that identify which tickets need to be reopened. This is the final step in the scheduling workflow. To create the automation, navigate to the Admin Center and add a…
Why is it important to add a tag when creating a macro for ticket reopening?
Adding a tag when creating a macro for ticket reopening is crucial because it helps the automation identify which tickets need to be reopened. The tag acts as a marker that differentiates these tickets from other tasks that don't require reopening….
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