Adding the On-hold ticket status to Zendesk Support

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  • Andrew J
    Community Moderator

    Hello Nathan, nothing stops the first reply time clock except a first reply.

    First reply time measures how quickly your customer gets to hear from you after the ticket is assigned... if you don't reach out to them to tell them that you are waiting for info from a third party, then from the customers perspective you will have a long first reply time.

    Best practice would be to inform the customer what is happening, that will be your first reply then. Perhaps give them an ETA.  

  • Melanie Scarth

    Can someone give me an idea on how to create the trigger that keeps tickets on- hold ?


    We use on hold to get feedback from product , so if the status changes the ticket will be removed from the view for team members.


    Meaning for example:

  • Devan - Community Manager
    Zendesk Community Team

    Hello Melanie Scarth,

    The following Trigger set up should be able to accomplish keeping tickets on hold, as you described. Let me know if this works out for you. 

    Best regards.

  • Olivia Clark

    Can the requester reply to a ticket that is in the On Hold status? 

  • Andrew J
    Community Moderator

    Olivia, yes. the on hold status is basically a hybrid status that shows as pending for the agent but as open for the customer. A customer replying to any status of ticket except closed will change the ticket status to open.


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