Why 'On-hold' Tickets Appear as 'Open' in Zendesk
Why are 'On-hold' tickets shown as 'Open' in Zendesk's customer portal?
In Zendesk's customer portal, 'On-hold' tickets are shown as 'Open' because 'On-hold' is an internal status not visible to end-users. This is designed to simplify the status view for customers.
The intention is to avoid confusion and ensure that users see a straightforward status that indicates the support team is still working on their request.
More related questions
What are the customer portal ticket statuses in Zendesk?
In Zendesk, the customer portal ticket statuses are designed to be user-friendly. They include 'Open' for requests being worked on, 'Awaiting your reply' when the support team is waiting for a response, and 'Solved' for resolved requests. These…
Why do Zendesk customer portal statuses differ from agent statuses?
Zendesk customer portal statuses differ from agent statuses to provide clarity to end-users. The portal uses simplified terms like 'Open', 'Awaiting your reply', and 'Solved' to make it easier for users to understand the status of their requests….
How do custom ticket statuses appear in Zendesk's customer portal?
Custom ticket statuses in Zendesk's customer portal appear alongside system statuses. They are categorized under system ticket status categories, and when selected, all related statuses are displayed in the status column. These custom statuses can…
Can Zendesk customer portal mimic agent ticket statuses?
Currently, Zendesk's customer portal cannot mimic agent ticket statuses due to system defaults. This means that the statuses seen by customers are simplified and may not reflect the exact internal status used by agents. For users who need more…
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