How to Add 'On Hold' Reminders
@Zendesk - a placeholder for a "time_stamp" would be useful for tickets at times... this would be easy right? :-) See below.
We often have customers who say 'call back tomorrow morning' or 'I am out of the office this week', or 'please leave the request open for a week or so'... we also have the position where we ask outside users for info and want to get back to our Zendesk customer once the info has been received.
The 'On Hold' Status in Zendesk gives us more options in regard to this... however without a reminder function, it is only a technical change... but if we add a reminder function, this become a lot more powerful!
What we are looking for is the option to make a ticket on hold for 4,8,12,24,48 hours etc.
We make this using a macro, tag and automation.
(modify to suit your business model - For this example I use 'calendar hours' for the automation - for those who have this option)
1) Add macros 'On Hold'>6/12/24/48 etc Tags=hold6, hold24, hold48 etc... Comment Mode=private, Description/Comment="Ticket on hold for x hours, Notes: etc..." (it is in here that the time stamp would be very useful)
- I HAVE MADE A CHANGE TO OUR AUTOMATION FOR THIS - I now use Hours Since Update, as using hours since assignee update caused problems with part of our workflow when tickets are not assigned.
2) add automations with CONDITIONS: status='on hold', tag=hold4 (etc), Hours since Update > x hours... and ACTIONS: change status to 'Open'
3) Agents apply the macro to suit eg "On Hold 4 hours", the ticket will then disappear for 4 hours but turn back up in the dashboard after 4 hours!
Hey presto... reminders on tickets!