Zoho Desk On-Hold Status Overview

Zoho Desk On-Hold Status Overview


If there's one ticket property that takes precedence over the rest, it's ticket status. Everything your team does rides on whether a ticket is open or closed. A lot goes on when a ticket is open. Maybe you've passed it on to engineering and the turnaround will take a while. Or you haven't heard back from the customer in time. But there's no way to stop the clock from ticking and the ticket from going overdue while you wait. Well, now there is. Say hello to Zoho Desk's On Hold status, your new pause button. 

Putting a ticket on hold can impact a ticket's journey in many ways, and can prove to be a game-changer. Here's how: 

  • Only the time that a ticket has been open will be taken into account for due times. The clock literally pauses when the ticket is put on hold.
  • Response and resolution due times get suspended when a ticket is put on hold. When it is moved back to Open, due times are recalculated. The ticket doesn't lapse into the Overdue column immediately. 
  • No escalations happen to a ticket that’s marked On Hold. Escalations also get recalculated when the ticket is moved back to Open. 
  • When an overdue ticket is put on hold, it moves out of the overdue category until it is switched back to Open. 
  • When a ticket is on hold, you cannot set response or resolution due times for it. 
  • You cannot put a closed ticket on hold. 

Here's how the On Hold status affects automations: 
  • The On Hold status will be available as a parameter in all automations. 
  • Round Robin rules and ticket assignments will exclude tickets that are on hold. 

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