Rajil Bajracharya

Since it might take some time for this feature request to actually make it to production, we have come up with the following workaround.

• Use an unused built-in field in Zendesk Form. In our case, we are using the Type field which has four values: Problem, Task, Question and Incident.
• Make this field viewable by customers but not editable.
• Set up a trigger so that whenever the ticket status changes to On Hold, the Type field value changes to some value, and to some other value otherwise. In our case, we set the value of this field to Problem whenever a ticket status changes to On Hold and to Question if the ticket status is not On Hold.
• Then, we edit the Zendesk Theme (requests_page.hbs, request_page.hbs) in such a way that whenever the Type field has the value `Problem`, we display `On Hold` and nothing otherwise.
• When the customer opens the ticket, we do the same.
• For our theme, the end result looks like this.