Ability to show On-hold Status on Customer Portal

Planned

72 Comments

  • Hugo Vieira

    If they add this feature, it will only become available on Professional or Enterprise plans, just like the majority of their so-called "new, innovative, never seen before unique set of features which you can only find on ZD". 

    0
  • Terje Kvambe

    Isn't this an easy thing to fix? Why discuss this for 6 years... :)

    0
  • Brett Bowser
    Zendesk Community Manager

    Hey Lohith,

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

    Thanks :)

    0
  • Ron van Berlo

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

     

    0
  • System User

    @... @... - 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?

     
     
    0
  • System User

    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.

    0
  • Gorka Cardona-Lauridsen
    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.

    0
  • Holly

    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"?

    0
  • Bill Cicchetti

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

    0
  • System User

    @... and others, this is something that can be accomplished using Zendesk's theme editor and some Javascript customisations.  It would involve a request to Zendesk's Help Center API to fetch additional data about the requests, and then injecting some html for 'hold', and finally altering the styles for the new hold items.  If necessary for operations it seems like a fairly straightforward customisation.

    -1
  • System User

    I can understand the feeling @vince, but at the same time, perhaps a better way to look at it is that zendesk isn't able to develop all the features users wants, however they provide a framework for users to extrnd the functionality, so even though its not there by default, its CRAZY that a powerful framework and accessible API are provided!

    -1
  • Nicole Saunders
    Zendesk Community Manager

    Hi all - 

    One of our community moderators, Andrew J, explained the logic of the on-hold status nicely in another thread

    "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 customer's 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." 

    The product team does not have plans to change this status or make it configurable at this point in time, as it operates as intended and as is needed for a majority of customers. You are welcome to continue to up vote the original post in this thread and to share your detailed use cases in the comments, but we do not expect to have any further updates on this in the near future. 

    To see what the teams are working on, check out the current Betas and EAPs, and follow the Product Announcements and Release Notes sections to be notified of new releases. 

    Irene, your customers should be able to see their tickets further back than that. I'll open a support ticket so that we can troubleshoot that issue - look for an email from us soon. 

    -4

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