Introducing the onholdTime Parameter to Support the New On Hold Status

Introducing the onholdTime Parameter to Support the New On Hold Status

One of the recent powerful additions to the Zoho Desk feature set is the built-in ticket status called On Hold. This status will be of help to agents when they await a response from the customer or require the assistance of another stakeholder to resolve a ticket. When the status of a ticket is changed to On Hold, the timer is paused, thereby making sure that SLAs are not violated unreasonably. Keep in mind that the status of a ticket cannot go from Closed to On Hold. Similarly, Response Due and Resolution Due will not get updated for tickets.

To help you make the best use of this status, we are also making it accessible and editable through APIs. As a result, going forward, the following APIs will support the onholdTime parameter, which returns the duration for which a ticket has been in the On Hold state. 

List tickets by due minutes (pass dueInMinutes = onhold in the API request)
List tickets by contact
List tickets by account

We request you to upgrade your tools to accommodate this new status and up your customer support game. 

For any questions and clarifications, contact support@zohodesk.com .

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