Ability to show On-hold Status on Customer Portal
PlannedWhen our customers view their list of tickets on the portal they are unable to determine which tickets are open vs on-hold as both open and on-hold show as open. We need the ability to show the On-hold status on the customer portal.
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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. -
Any time line for considering this ?
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Hey Lohith,
No timeline to provide at this time but we will update this post once we have more information!
Thanks :)
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@... 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.
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We are also facing this issue.
Would be very helpful if this feature will be available soon. -
@... @... - 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?
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@... Where can i find the custom code? I guess it would be helpful for me as wel.
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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.
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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"?
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