• Gorka Cardona-Lauridsen

  • August 20, 2020 17:11

  Zendesk Product Manager

  Hi all

  
  I'm happy to let you know that this feature request has now finally made it onto our roadmap. At this point I cannot share the timeline, but I will update this post when there is relevant news.

• Lohith S

  • November 20, 2020 13:12

  Any time line for considering this ?

• Brett Bowser

  • November 20, 2020 15:30

  Zendesk Community Manager

  Hey Lohith,

  No timeline to provide at this time but we will update this post once we have more information!

  Thanks :)

• Amie Brennan

  • March 29, 2021 05:07

  @... Do you have an update on when this will be released? We are Zendesk Partners and are currently rolling out a large enterprise project here in APAC and this feature is a big show stopper as it causes a bad experience for anyone with a ticket inside the organization. 

  This org, needs tickets to be put on hold, whilst the works are carried out and they require the end-user to know the ticket is on-hold during this period of time. 

• Ron van Berlo

  • April 02, 2021 09:57

  We are also facing this issue. 
  Would be very helpful if this feature will be available soon.

   

• System User

  • April 06, 2021 05:06

  @... @... - have you been able to find a solution for this?  We've implemented some custom JS code on our Help Centre to handle this use case, perhaps custom code would be an option for you as well?

   

   
• Ron van Berlo

  • April 06, 2021 06:44

  @... Where can i find the custom code? I guess it would be helpful for me as wel.

• System User

  • April 07, 2021 08:26

  Hi Ron,

  I think every case would be unique, but in general you can leverage the Zendesk REST API Requests endpoint here.  You can GET all of the signed in user's tickets and statuses.  Then you can manipulate the UI via Javascript based on the status and your own use case.  Happy to discuss in further detail if you can share more specifics about your use case.

• Gorka Cardona-Lauridsen

  • August 24, 2021 16:48

  Zendesk Product Manager

  Hi all

  I'm excited to tell you that we are now working on a feature that will let you show on hold statuses to your users in the customer portal.

  Expect more news latest in december.

• Holly

  • January 12, 2022 17:15

  Have there been any updates to this? Clients can now select "Open" "Awaiting your reply" and "Solved" But I still don't see an option for "On-hold"?

• Bill Cicchetti

  • April 01, 2022 13:16

  Any update on when this feature will be incorporated? The last note said we would have an update in December of last year.

• Jill Cantrell

  • May 19, 2022 07:50

  Hi, I completely agree with all the posts above. Like Jodie we have been using the Zendesk system for a couple of years now, and I had no idea our customers weren't seeing the same ticket status that we see for On Hold tickets.  Having them display as "Open" gives customers the impression that we are "sitting on our hands" on certain tickets. Please get this changed as soon as possible!

• Agyeman Danso

  • May 25, 2022 16:27

  Any updates on this? We really want our end users to see the same status as the agents. Not sure why anyone would have ever created the status' to be different, it doesn't make any sense. Lets fix this please.

Please sign in to leave a comment.