'solved' ticket after ProductBoard transfer


  • Devan - Community Manager
    Zendesk Community Team

    Hello Joost,

    So when it comes to this transition period that is keeping these tickets in Limbo I would recommend using the <On Hold> feature to keep these pending for the interim. As for keeping track of these tickets and mitigating pain points for your customers, I would suggest the following steps to while you wait for this transfer to be complete.

    1. Place all applicable tickets on hold.
    2. Create a macro that will mark the ticket as waiting for ProductBoard.
    3. Have the macro create an internal note on why this ticket is on hold.
    4. Have the macro send a reply to the customer, letting them know about the delay.

    This plan should work to handle the tickets impacted by this situation in the meantime. Hope this helps clarify things a bit and let me know if there is anything else we can assist with. 


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