Adding the On-hold ticket status to Zendesk Support

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51 Comments

  • Paul Middleton

    Hi all,

    Just want to check, would you use "on-hold" status when you're waiting for a response from a Light Agent? I.e. someone within the organisation who isn't able to communicate directly with the Requester?

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  • Andrew Mills

    @paul

    Possibly, but if you are assigning it to the light agent, would it not be best to have the status open?

    I would use on hold more if the ticket was still assigned to me, but I was awaiting some outside communication. For your interest - I always use a tag that will reopen the ticket for me after a specified period of time 2 hours, 4 hours, 24, 48, 7 days etc.

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  • 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.

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  • 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.

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  • Andrew Mills

    @Paul - sorry forgot about that :-$
    Admission: we aren't on Enterprise...

    -1
  • 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.

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  • Matt Steffens

    Hello. So I am trying to add the on hold status, I am an admin, I click through to settings, select ticket fields, edit the "status" (which does say that it is a system field vs one of our custom fields) but I have no place to select the "on hold" feature. Can someone help me trouble shoot this?

     

    Thanks

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  • Jessie - Community Manager

    Hi Matt!

    Are you on the Essential plan? The On-Hold status is only available on the Team plan or higher, so that might explain why you can't find it.

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  • Matt Steffens

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

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  • Jessie - Community Manager

    NAILED IT! :D

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  • Lisa Walton


    Can end users see the status on hold?  Ours seem to only see "Open"

    It appears we might just need to turn on the visibility for end users but I wanted to verify.

    Thanks, Lisa

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  • Lisa Walton

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

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  • Andrew Mills

    On hold shows to users as Open.  From my perspective this is the correct functionality.  

    On hold can be used in a number of ways - but from a customers perspective, if a ticket is 'On hold' rather than 'Pending' , it isn't waiting on something from them, it is awaiting some action, event or update from us or a third party that we are somewhat responsible for.  Fundamentally that is 'Open'.  The 'On Hold' status is great for agents though as it moves a ticket that might be awaiting a third party or some event out of their actionable ticket queue.

    We always apply 'On Hold' with a certain number of days to reopen (there's a tutorial for adding this)

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  • 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.

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  • Andrew Mills

    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?

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  • 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

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  • Lisa Walton

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

    Thanks, Lisa

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  • Andrew Mills

    Hello Lisa - I didnt think you were Zendesk - nor am I - just a volunteer mod.

    Your workflow makes sense, thanks for clarifying.

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  • Jessie - Community Manager

    Hey guys!

    What we're looking at here is a UI layout thing. All ticket fields have the same theoretical options available:

    The difference being that when a field can't be made visible to end-users, you can see the check box, but you can't click it:

    As Andrew observed in his first response to Lisa's question, we set it up like this on purpose; "On Hold" could be confusing for your customers so it's best to keep it out of the mix.

    All that said, it's hard to tell that the For end-users field isn't actually available for selection. It would probably be easier to differentiate between what's available and what's not if it were greyed out or something.

    I poked around a bit in the Product Feedback forum, but I wasn't able to find any existing posts about this. @Lisa, I'd definitely encourage you to create a new post over there with your suggestion if you'd like. Our Product Managers see all those posts (even when they're not able to respond) and take them into consideration when making plans for improvements to the product. :)

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  • 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?

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  • Jessie - Community Manager

    Hey guys!

    Apparently I missed the Product Feedback post about this the last time I searched for it! You can find it here:

    Ability to show On-hold Status on Customer Portal

    I believe that one of our Product Managers was doing some customer interviews about this functionality at one point, so I'm going to touch base with her and see if there's any new information to share. In the meantime, I'd encourage you to add your vote and detailed use case to the thread.

     

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  • Mike Pociask

    Thank you.

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  • João Carmo Pereira

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

     

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  • Heather R

    @Joao Carmo

    Not unless your triggers are set up to do that. I suggest a test ticket from an email outside your normal domain and try it out.

    FYI, the status on the Guide/Knowledge Base if a customer logs in to see their tickets, will be "Open". In other words, for you it is on hold but to the customer it will still show as open.

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  • Sharon Stevenson

    Hello. We have the Team version of Zendesk, and I have followed the instructions to add the on-hold status.  It comes up with a green tick saying "Field Status Updated", so I figure I am doing it correctly   However, the option to then choose on-hold as a ticket status is not appearing for me or any other agent.  Is there an extra step to get it started?

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  • Armani R

    Can we limit the On-Hold status to a certain group of agents?

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  • Jessie - Community Manager

    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!

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  • Candace Alexandres

    If a ticket is On Hold and the requester replies to the ticket, will the ticket automatically revert to Open? 

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  • Nicole - Community Manager

    Hey Candace -
    Yes, whenever a ticket is in pending, on-hold, or solved, it will pop back to "open" whenever the requester replies.

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  • Andrew Mills

    @jessie @Armani - Just to clarify Jessies comment above (3 up) there IS an option in triggers around the ticket group that would make this very simple. So no need for a custom feild or tag.

    However the adding a comment part is NOT available and is more complex to do using a target (we use this workflow for other agent restrictions/reminders).

    Let me know if you need more help on this @Armani

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