Allowing end users to see On-Hold
I am surprised this isn't out of the box.
We are in the process of configuring and deploying a Professional Suite for our org
The use case is that the agents are the operations team, and the end-users are the wider staff seeking support.
It is, in effect, an internal helpdesk for our business.
I have just discovered that On-Hold from the agent's perspective will show a client that the ticket is open.
This seems pretty short-sighted to me. If I was a client at work who had submitted a ticket and the status had been set to on hold, I will be more inclined to find out why and ask what the delay with a third party is. If I just see "Open" I am more inclined to growl the agent and presume my own organization are the ones not following up.
I get that On-Hold would likely come with an update or brief conversation, but I would imagine almost any given end-user out there would understand what on hold meant with a little internal education.
Is there scope to make the client-facing ticket status like for like?
Just in a meeting and customer required it!
Is this something that can be reviewed please?
This would be super useful.
Tomer Ben-Arye, good document but it's not clear to me when it will be added. Thanks
Jose, we don't have an ETA announced yet. Since the feature is expected to be in beta (EAP = "Early Access Program") this month, they will need to see what the feedback from that is before they can accurately predict a delivery date. But it is a very good sign that it's headed into testing.
Is there any update on this? Is this still in testing?
Nicole Saunders Is there any update following the EAP in June?
Nicole Saunders, a positive update will be welcomed. Thanks
The best workaround I have implemented to date is creating a trigger that emails the requester that their ticket is in on hold status when an agent uses that status and explains to them what that often means - including that it will look "open" in their activity. It's not a cure-all but it helps manage some expectations more accurately.
Still, an update to this being something that can be implemented in an on/off format (tick box?) in support admin would be welcome. (EG: "Requester can see on-hold status on/off")
I'm happy to share that our Custom Ticket Statuses EAP is now in open beta. I would recommend taking a look at the following announcement as this new functionality should help get you the results you're looking for.
Let us know if you have any questions!
I have read through this and it looks to be some custom statuses that Agents can use.
But will the requester also be able to see these statuses - For eg, can they see 'On-hold' when ticket is 'On-hold'? Currently they see them as 'Open'?
I saw the new ticket status feature is working.
Do you know if the system is able to show on hold status for end user?
My issue: we have some tickets shared by Zendesk option (sharing ticket) from a Support team in another region, so when we change the status in my region it change for them and set open status.
Considering we are both support areas we would like to keep the same status for both areas it would help us to keep the alignment about the status.
Hi Priscila Santos,
All ticket statuses can match, except for On-hold. When a ticket is changed to On-hold in one account, it will be submitted as Open in the other account for ticket sharing. We do not have any plans to change this behaviour at the moment but you can post this as feature request in our feedback forum.
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