Allowing end users to see On-Hold

12 Comments

  • Jose Del Rosario

    Just in a meeting and customer required it!

    2
  • Matthew Bell

    @...

    Brett Bowser

    Is this something that can be reviewed please?

    2
  • James Rabe

    This would be super useful. 

    2
  • Jose Del Rosario

    Tomer Ben-Arye, good document but it's not clear to me when it will be added. Thanks

    1
  • Nicole Saunders
    Zendesk Community Manager

    Jose, we don't have an ETA announced yet. Since the feature is expected to be in beta (EAP = "Early Access Program") this month, they will need to see what the feedback from that is before they can accurately predict a delivery date. But it is a very good sign that it's headed into testing. 

    0
  • Rahul Sadhananthan

    Is there any update on this? Is this still in testing?

    0
  • Matthew Bell

    Nicole Saunders Is there any update following the EAP in June? 

    0
  • Jose Del Rosario

    Nicole Saunders, a positive update will be welcomed. Thanks

    0
  • Purple House

    The best workaround I have implemented to date is creating a trigger that emails the requester that their ticket is in on hold status when an agent uses that status and explains to them what that often means - including that it will look "open" in their activity. It's not a cure-all but it helps manage some expectations more accurately.

    Still, an update to this being something that can be implemented in an on/off format (tick box?) in support admin would be welcome. (EG: "Requester can see on-hold status on/off")

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey everyone,
     
    I'm happy to share that our Custom Ticket Statuses EAP is now in open beta. I would recommend taking a look at the following announcement as this new functionality should help get you the results you're looking for.
     
    Let us know if you have any questions!
    0
  • Rahul Sadhananthan

    I have read through this and it looks to be some custom statuses that Agents can use.

    But will the requester also be able to see these statuses - For eg, can they see 'On-hold' when ticket is 'On-hold'? Currently they see them as 'Open'?

    0

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