Understanding 'On-hold' Ticket Status in Zendesk
What is the 'On-hold' ticket status in Zendesk and when should it be used?
The 'On-hold' ticket status in Zendesk is used when you are waiting for information or action from someone other than the requester, such as a supervisor or internal developer.
This status is optional and can be enabled by an administrator. It is an internal status, meaning ticket requesters do not see it; they see the ticket as 'Open'. 'On-hold' is useful for managing tickets that require input from internal teams, ensuring they are not mixed with tickets needing immediate customer interaction.
More related questions
What is the purpose of the 'Open' ticket status in Zendesk?
The 'Open' ticket status in Zendesk indicates that a ticket has been assigned to an agent and is actively being worked on. Open tickets are central to managing your support workload, as they represent the issues that require your attention. Once a…
How does the 'Pending' ticket status work in Zendesk?
The 'Pending' ticket status in Zendesk is used when you are waiting for more information from the requester before you can proceed with solving the ticket. This status is helpful for moving tickets off your immediate attention list while ensuring…
How can I create a view for unsolved tickets in Zendesk?
To create a view for unsolved tickets in Zendesk, you can set up a view that groups tickets by their status, such as 'Open' or 'Pending'. Start by creating a new view and adding the condition 'Ticket: Status less than solved'. Format the view to…
Can I customize ticket statuses in Zendesk?
While Zendesk provides default ticket statuses like New, Open, Pending, On-hold, and Solved, the option to add additional, customizable statuses is not directly mentioned in the help documentation. However, a comment from a user suggests that there…
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