Adding the On-hold ticket status to Zendesk Support

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69 Comments

  • Chris Tingley

    An option to allow our Customers to see the on-hold status would be incredibly useful.  We use this status so our customers can raise suggestions which we would like to remain in Zendesk - but demonstrate to customers that we have read and responded to them and suggested that they are "on-hold" until a future time.

    2
  • Lisa Walton

    Our dev team tracks the issue in TFS and our support keeps these tickets "on hold" so that we can keep them separated from our other open tickets.  When the fix is done we test and then post back to the end user and resolve when possible.  It just seems strange to have the configuration but not allow us to use it.

    Thanks, Lisa

    1
  • Heather Rommel
    Community Moderator

    Hi Ivan,

    I have a workaround for this - The ticket will still show Open to the customer and On Hold to your agents, but I suggest you create a Custom Ticket Field, drop down is always my go-to, and have it state some Status that might be helpful to your customers for all tickets, not just the Jira-type tickets. Set the Custom Field to Read-Only for Customers when you set it up and then you can have it included using curly brackets in some of your triggers AND have it displayed should your users go to their ticket list.

    Let me know if you need me to get more detailed or brainstorm with you.

    Thanks!

    1
  • Matt Steffens

    Ah, we meet again Jessie. I am indeed on the Essential plan. Well played Jessie. Well. Played. :)

    1
  • Andrew J
    Community Moderator

    Hello Shannon,

    I would think you could do this. I'm thinking you'd use a trigger for ticket changed to hold, and have a number field that is incremented by a http target.  Not a beginners lesson, and something I'd have to play with... not sure if it will work or not - but sounds possible.

    Then of course to report, you'd need to pull a report on this number - possible if you have Insights.

    1
  • Ivan Cheung

    Hi Andrew and All,

    In my organization, after reproducing/replicating an unexpected behavior, the agent would pass the issue to our dev team. All dev related issues are tracked on Jira, so the assignee in Zendesk remains the original agent. At this point, we can use the On Hold status which is useful for our agents to manage their tickets, but status remains Open for customers. 

    Question: Besides commenting on the ticket or sending an email, can anyone describe how they have configured Zendesk to indicate that the issue is currently waiting for development?

    1
  • Lisa Walton

    Why does the configuration provide the option to enable for end user but not allowed to be enabled?  We use the "on hold" status for issues that are awaiting change from our development team in our software.  If they could see that on hold status they could separate those tickets from current support open issues.

    1
  • Andrew J
    Community Moderator

    That's a great tip Heather. We use trigger reminders for some important flows that may get missed too. Most importantly is if agents do not either set a followup time for a 'Hold' ticket, or if it is put on pending without being assigned. There is nothing like immediate direct feedback to train agents in the correct process. I guess if this was set up fully, you could just about train new agents with it!

    1
  • Mike Pociask

    @Jessie I am having the same issues as Lisa - We use Zendesk in the same way and the ability for end-users to see a status as "On-hold" as opposed to "Open" is valuable. 

    I dont understand why Zendesk decided to implement this feature in this way because "could be confusing for your customers"...... isn't that exactly why you offer the ability to check and uncheck that box and give each Zendesk client the ability to shape Zendesk to our needs? If it were confusing, we would just turn it off ourselves.

    Is there anyway that we can have the box checked by a Zendesk developer for our instance and override the restriction?

    1
  • Lisa Walton

    Andrew,  We are a software company - I was referring to our development team...Not Zendesk dev team.

    Thanks, Lisa

    1
  • Andrew J
    Community Moderator

    Hello Lisa,

    I'm not sure why that is missing - mine is blocked out too.  I'm wondering if this setting has been deprecated (@Jessie - do you know?)

    Do I understand correctly that you are wanting your development team to see the on hold status?  

    I'm not clear on where the devs are looking and expecting to see this, are they CCed on the ticket, or looking in the agent interface?

    1
  • Lisa Walton

    Appears we cannot edit "Visible to users" - Why not?

    1
  • Phil Henning

    @Andrew Mills

    Thank you for the detailed answer. We were hoping to use it a bit differently than the way it is designed but your explanation makes sense. For us our customers know that an On-hold status means we are waiting for a fix in our next software release and to not expect updates until then. That visibility would allow them to report that status to their management. When all they see is Open ticket status there is no way for them to distinguish what is actively being worked on and what is On-hold.

    Thanks again for your time and explanation.

    /Phil

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Denielle,

    Are you using the native Conditional Fields feature mentioned here? Creating conditional ticket fields in Zendesk Support (Professional Add-on and Enterprise)

    If so, you should be able to set up a condition that shows a specific ticket field based on the status of the ticket. Screenshot below:

    Let me know if that's not what you're looking for.

    Thanks!

    0
  • Jessie Schutz
    Zendesk team member

    Hi Armani! Welcome to the Community!

    There isn't any in-built functionality that will do this, but you should be able to set up a trigger to accomplish the ultimate result. 

    There isn't a condition in Triggers that will test for an agent group, so you'll need to create a custom field or add a tag to indicate the assignee's group.

    Then you'll set up your conditions to test for the ticket being updated, the ticket status as On-Hold, and the custom field or tag indicating a restricted group. 

    Then you'll just set up the action to change the status back to Open or Pending. 

    Hopefully that helps!

    0
  • Mike Bielby

    Sure, and thanks for the reply. It's true the agent can set the ticket that is now being looked at by R&D, but when we review the defects weekly we want to see only "Open" and > 7 days old with no updates that are not "on-hold". It seems tickets with "on-hold"  status are treated as "Open" and so we get the "Open" and "on-hold" defects.  We don't want to see the "on-hold" ones. We are going to try something on Thursday and I'll update the community then.  Thanks for the reply.

    0
  • Nathan Alvarez

    Does putting a ticket "on hold" stop the clock when it comes to First Reply Time? Our company often collaborates with people on tickets and first reply time is being affected due to having to wait for other's input before responding.

    0
  • Heather Rommel
    Community Moderator

    Hi Ivan,
    If your agents use macros, you get an award! For some reason I do have some difficulties getting consistent behavior with macros. So to answer the question of how to prevent agents from just setting a ticket to On Hold and leaving out the step of selecting something from the new custom field, i find that a good old fashioned trigger works well until they learn to use the macros:

    When a ticket status changes to On Hold
    And an agent is the current user
    And custom field is -
    Send an email to the agent (and copy yourself and their manager)

    Subject: ticket 4444 is on hold, did you forget something?

    Then in the body of the email give directions on how to correct it and a reminder to use the macro next time.

    YES you will have 15 people at your desk that week wondering what is up with that
    YES you should do training and communicate the change but you will still get 15 people at your desk

    But one day you'll have a customer say to someone, "Hey I really like seeing the status my tickets are in and why" .... And it will all be worth it. Lol

    And then brace yourself. You'll be asked to create more ways to do that for customers and a few reports for execs too!

    🤣

    0
  • Daas Jeram

    Thanks for responding, Andrew.

    What about the following scenario?

    1. Customer Emails

    2. Agent Replies (FRT is calculated right?)

    3. Customer Emails back

    4. Agent Replies (does this impact the FRT)?

    5. Agent put the case on hold

    6. Agent updates the customer (does this impact the FRT)?

    7. No reply from customer for 3-5 days

    8. Agent put the case on pending

    9. Agent follows up with the customer (does this impact the FRT)?

     

    Thanks.

    Daas

    0
  • 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.  

    0
  • Jessie Schutz
    Zendesk team member

    NAILED IT! :D

    0
  • 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.

    0
  • Andrew J
    Community Moderator

    Hello Daasaratan, FRT is FIRST response time, nothing else. It is a measure of how long it take for the customer to get a response after opening the ticket.
    In your example, only no.2 is a first response, after this the measurement is complete. You cannot change the first response then.
    Hope that helps.

    0
  • Jean Cesar Martínez

    Hi Kate Ambash. Yes. The way I see it is:

    • Pending - Agent is waiting for the customer's reply. (i.e. pending for user response)
    • Open - Customer is waiting for the Agent's reply.
    • On-hold - is like an internal status that could mean whatever your organization wants. It is important to know that customers will see On-Hold status as Open from the HelpCenter. Agents will see it as On-Hold.

    I hope this helps.

    0
  • João Carmo Pereira

    If i change a ticket to on-hold, does a client receives any email?

     

    0
  • Paul Middleton

    Thanks, @AndrewJ, but you can't assign a ticket to a Light Agent. Hence the question. The assignee remains the [full] Agent, but they are waiting on a response from the Light Agent.

    0
  • Colin Piper

    Ultimately it is down to your work flow as to what status to use when. As Andrew suggests on hold is typically when you are waiting on someone other than the customer who is not the assigned agent.
    So yes you could use on hold as you suggest.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Denielle,

    I'm going to create a ticket on your behalf so I can dig into this further with you.

    You'll receive a follow-up email from me shortly.

    Thanks!

    0
  • Mike Bielby

    Wow! this little feature has been in play for 7 years now and I'm not sure it's resolved.  It seems there is a standard use case that everyone that has a development group wants,  but you taking 7 years to understand it/develop it/issue the feature. As an agent I want to set an open ticket to "on-hold" status so that the end customer understand that the ticket is either in the Development team as a bug or a pending feature request (in other words, it's not needing any further input from the customer). We'd like this feature as we run a report of all open issues > 7 days with no input from agent. At the moment that includes all the usual suspects that are in R&D or are with Offer management as feature requests to be assessed. 'urry up with this one please. BTW it's a great product and you should be very proud. Still... we need this!

    0
  • Dave Dyson
    Zendesk Community Team

    Hi Mike,

    Can you help me understand what's not working for you with the existing On-Hold ticket status? It seems like it would work for you needs – agents can set the status to On-Hold when they assign tickets to your development team, and then you can filter those tickets out of your "open issues > 7 days with no input from agent" reports. If a customer responds to an On-Hold ticket (not that they need to, but customers will sometimes ask for a status update), Zendesk will automatically change the status from On-Hold to Open so that the assignee knows the customer wants a response.

    What's missing here for you? Thanks!

    0

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