Zoho Desk now lets you hit pause.

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 paused 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.

In addition to the On Hold status, we've also made a few improvements to how ticket statuses work in general.

When you rename an existing status, this will reflect not only on new tickets, but also on all existing tickets in that status. (Previously, this would reflect only on new tickets.)
Similarly, when you change the mapping of a particular status (Closed to Open, or Open to On Hold, etc.), this will reflect on new tickets as well as existing tickets in that status.
When you delete a status, you will now be asked to select another status to which the corresponding tickets can be switched.

A whole new status means one more strand of tickets to keep track of. To make it easy, the ticket module will have two new views: On Hold Tickets and My On Hold Tickets. In work Modes, the Status Mode, Countdown Mode will have dedicated columns displaying On Hold tickets. Everywhere that Open and Closed tickets are listed, On Hold tickets will also be shown. For example, under a customer's details, tickets on hold will be listed alongside their open and closed tickets. Within the Help Center, users can see their tickets that have been put on hold, along with their open and closed tickets.

So go on, get your tickets more organized, and avoid those unwarranted escalations, with the On Hold status.

Happy ticketing!

Cheers,

Team Zoho Desk

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