David Scheiner

Hi Erin,

Can I ask the reverse question - Why would you want to hide the on-hold status of a ticket for your customer by default. Agents would generally be unaware that this is happening unless they assume the identity of the customer. I've been using on-hold status for a while and was completely unaware that the customer saw this as Public until today.

I use on-hold if the ticket is with a third party or if we wont be looking at this ticket this month.

Is there any update on this issue? Can you at least make this configurable?