The On-hold status is optional and not available in Zendesk Support unless you enable it. What is it used for? With it you can track tickets that require input or resolution from a third party. This gives you another level of detail so that you can more accurately track who currently has responsibility for a ticket.
As an example, imagine that your company produces a product that includes components from partners and other suppliers. If you have tickets that require their input, and for which the assigned agent can do nothing but wait for that input, setting the ticket to On-hold provides you with a tool for distinguishing between tickets that are the responsibility of your support staff and those that are waiting for a third party.
The On-hold status is available on Team, Professional, and Enterprise. You must be an administrator to enable On-hold status.
If you track your agents' performance, adding and using the On-hold status allows you to filter out all On-hold tickets from the agent's individual performance tracking. The On-hold status is added to the Status condition between Pending and Solved. So if you want to track the tickets that are truly an agent's responsibility using a view, you can use the condition statement Status less than On-hold, which will return tickets that are set to Pending, Open, or New.
You can also use the On-hold status to create a workflow for tickets that require input or a resolution from a third party. For example, you can create views by tickets that are on-hold, or you might create an automation to remind the agent to contact the third party for an update, or use a trigger to directly send an email reminder to the third party.
Community Tip! Andrew shows how to set reminders for On-hold tickets in our community forums!
In addition, the On-hold status is available on Professional and Enterprise as an extended reporting metric called On-hold time in hours. This new metric and its effect on other extended reporting metrics is described in Using the On-hold status in your reports below.
It's important to also note that the On-hold status is only visible to Zendesk Support agents; it is not visible to end-users. For end-users, tickets that are set to On-hold are always displayed as Open.
Enabling the On-hold status
An administrator can add the On-hold status to Zendesk Support.
To enable the On-hold status
- Click the Admin icon () in the sidebar, then select Ticket Fields.
- Locate the Status field and then click Edit.
- Select Add status On-hold.
- Click Update field.
Using the On-hold status in views and SLAs
You create new views, or edit existing views, to track tickets that are On-hold. You can select On-hold as the value of the Status condition and also use the Hours since on hold condition.
The On-hold status is added to the Status condition between Pending and Solved. This means that the condition statement Status less than On-hold will return tickets that are Pending, Open, or New and Status greater than On-hold will return tickets that are set to Solved or Closed.
The Hours since on hold condition allows you to specify the hours that have passed since the ticket's status was set to On-hold.
In SLAs (Service Level Agreements), the On-hold status is treated like any other status that is less than solved. SLAs cannot be paused based on the On-hold status.
Using the On-hold status in your reports (Professional and Enterprise)
The On-hold status is available on Professional and Enterprise as an extended reporting metric. This means that to track your On-hold tickets using a report, you add the On-hold time in hours condition.
The On-hold time in hours metric is the cumulative time that a ticket is in the On-hold status (available in both business and calendar hours) and it allows you to track how long tickets are waiting for a response or resolution from a third party.
When you add the On-hold status, it is also calculated into the Requester wait time in hours metric, which is now defined as the cumulative time that a ticket is in a New, Open, or On-hold state. This is the total amount of time that the requester waits for support. The requester isn't aware if the ticket is with a Zendesk Support agent or a third party; it's not relevant to the requester.
How the On-hold status works with ticket sharing
The On-hold status only affects ticket sharing agreements that use Make public & private comments; sync status. Because On-hold is an optional status in Zendesk Support, these ticket sharing agreements treat On-hold as Open.
For example, if a shared ticket is set to On-hold by the sending account, the ticket is displayed as Open in the receiving account. All other statuses will sync normally.