How to monitor on-hold tickets effectively



  • Jacob the Moderator
    Community Moderator

    Awesome post Ahmed Zaid! 🙌

    We try to keep notifications to a minimum, so we use an automation to change status from on-hold to open after 5 business days, so tickets get attention (we apply an edge-case sla policy to not lose sight of them).

  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Love this User Tip!  We tend to also lean towards Jacob the Moderator's method - reopening On Hold every 7 days with a date field avail to agents to customize that as needed.

    But I like this article because it's good for faster ticket lifecycles that need more white glove treatment.


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