Adding the On-hold ticket status to Zendesk Support

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  • 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. Mills
    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.

  • Kate Ambash

    Trying to understand if I'm using "on-hold" and "pending" correctly.

    When my user writes in and I send back a question, is that ticket status supposed to be "pending" (ie pending user response)?

  • 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.

  • 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!

  • 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!

  • 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.


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