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
Access your files securely from anywhere
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Pavithra 'Pam' Krishnaswamy
Paulo Sergio Soares
ccagent93
Sandra Beekhuizen
Greg T
Sticky Posts
Webinar 2: Supercharged customer support for growing business
Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you: Understand your customers better and their journeys to proactively support and engage them even before they ask for help. Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer serviceCustomize Colors of your Customer Self Service Portal
You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme. Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, GreenEdit and Delete options in Comments
A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important2024 Email Authentication Standards: Elevating Security with Google and Yahoo
In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust emailAnnouncing the New and Improved Article Editor
KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it. We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho DataPrep Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Create a draft in reply to an email via Emails API
Hi, I’d like to use the outgoing webhook to automatically create a draft reply to incoming mail. How can I use the Emails API to create a draft reply that is linked to an existing email thread? I couldn’t find the relevant method in the documentation.Weekly Tips: Flags for an organized mailbox
Wishing you all a Happy New Year 🎉 As we step into 2025, it's time to refocus and set our intentions for the year straight. Whether you're already back at work or just returning from the holidays, you probably have emails that need your immediate attention,Edit line item amount
It would be sooooo much better to be able to edit the line item amount in all of the modules, if there is any variation in agreed prices it's extremely painful to calculate the rate to match ;-( The rate could be auto calculated on editing this field making life so much easier !Chanel Partner
Any Zoho channel partner or dubai based company who will help us for getting zoho services including the training for our staffRefer a Friend Campaign
I am looking to run a referral campaign that sees an initial email going to existing clients, asking them to refer a friend. For each new client referred, the existing client will get a ticket in a prize draw - the more new clients they refer, the more tickets they get in the draw. I am wanting to figure out how this could be done via Zoho, and how these referrals can be tracked and linked to the existing client who referred them.Emails cannot be received
Hey, There is an issue in my Zoho account, E-mails can be send from my side but cannot be received on my account MX, DCIM and other are added but still cant receive them. Please help me to solve this problem at your earliest convenience and this is happeningNewsletter in multiple languages
Hi We are planning on starting to use Zoho Campaigns for our newsletters. Since we send our newsletters in three languages, I would need the "unsubscribe page" and other pages related to the NL (Thank you page and so on) to be available in different languagesi couldn't recall message as one of the receptionists didn't received the message and i want to recall it urgent
i couldn't recall message as one of the receptionists didn't received the message and i want to recall it urgent as recall button doesn't appearServidores caidos?
Buenas, Hoy 30/12/2024, mi empresa esta sufriendo bastante problemas para acceder a las aplicaciones de Zoho. No sabemos si es solo nuestra compañia o esta afectado a todos. Cuando intentamos acceder a las aplicaciones nos salta el siguiente error: ATip #1- Remote support vs. unattended access: Contrasting two key concepts in tech assistance- 'Insider Insights'
Hello everyone! We, at Zoho Community, are excited to introduce Insider Insights, a new series where we will look into various aspects of remote support technology and how they might help you. We'll be sharing tips, methods, and insights acquired fromIntroducing Fair Evaluation for Interviews
Collaboration is key in recruitment, but it’s important to ensure individual interviewers’ assessments are not influenced by others. With Fair Evaluation, you can choose how and when interviewers can see reviews of a candidate for the same job opening.I have been looking for CVID to get segmate list where & how can fnd it?
I am trying to get segment details from the Zoho API. The API documentation says that the CVID is a mandatory parameter, but I cannot find the CVID in the "getmailinglists" API. Can you tell me where to find the CVID?"The data you have entered already exists" when trying to create contac@mydomain.com
Hi all, Our domain is ananasjuicebar.com. Working as admin in the control panel: When I try to add the email account "contact@ananasjuicebar.com" I get the error: "The data you have entered already exists" I've tried creating a new user or creating a new group with this address associated. To my knowledge this address has never been added and I can also not find any reference to it. (Shopify used this address to send customer notifications BEFORE setting up Zohomail.) Any ideas? are there any restrictionsTip of the week 03 - Sending emails in batches
Today's marketers not only want their email marketing to be efficient, but also smart. For an email campaign, you may think you have all the essential elements for lead conversion—a big mailing list, an attractive template design, and the most-engaging message content, but after hitting the ‘send’ button, you may not get the expected conversions. Wondering why? Here’s one of the major reasons. Many marketers miss out on sending the email campaign the right way. Did you know that you should not beZoho Books Bank Feed
Good afternoon, Is it possible to change the bank feed provider on a bank account. I'm using Plaid but think that Yodlee would be better in terms of pulling transactions in a timely manner. Thank you.Create Bill from Purchase Order via API
I know you can create a invoice from a Sales Order by using https://books.zoho.com/api/v3/invoices/fromsalesorder Is there a similar url for creating a bill from a purchase order?Log incoming calls on Android CRM?
I keep reading that I'm able to log incoming calls on the CRM app for Android, but when I answer a call and hang up, I never get the option to log. Is there a special admin I need to do for that? Or permissions? ThanksHow do i send an automated email 10 days after closing a ticket
I am trying to set up an automated email to the customer a set period after the ticket is closed. I have created the email template, but i cannot work out how to set the trigger to send this out. Can someone point me in the right direction please? IfDomain Verification
Hey, How do I know that my account is verified by Zoho? Do I need some zd code/number for it? Need help asap!Sender not verified message showing on mails sent using zoho mail
Hello, I am using Zoho mail to send and receive emails. Whenever i send emails to zoho mail id, it showing a message "Warning! Unverified sender.We could not verify that the email was actually from sending email. Be cautious when opening any links/ attachments,Mail Outgoing blocked. Reason :Mail rate exceeded limit
Hello, Please unblock my mail account: ser1@innspo.com ThanksWhy is Zoho Mail support so lousy?
This is not the first time I voiced out about this, the first time was 2 months ago https://help.zoho.com/portal/en/community/topic/what-the-actual-fk-is-wrong-with-zoho-mail-support where I had to follow 7 times in the span of 2 months to get a (unhelpful)This domain is not allowed to add. Please contact support-as@zohocorp.com for further details
I am trying to setup the free version of Zoho Mail. When I tried to add my domain, theselfreunion.com I got the error message that is the subject of this Topic. I've read your other community forum topics, and this is NOT a free domain. So what is theSeparate Triggers and Enhanced Information for Zoho One Departments and Groups in Zoho Flow
Dear Zoho Flow Team, I hope this message finds you well. Currently, there seems to be a mix-up between zoho one departments and groups in Zoho Flow, which causes some challenges in handling triggers effectively. For instance, when using the "User addedCreator Subform to CRM Subform
Hello all, Has anyone successfully written data from a Creator Subform into CRM subform? I have a Creator form that once submitted creates a new Location in the CRM. Inside a Location there is a subform for hours of operation. I collect those hours innot able to accept the Invitation
not able to accept the InvitationInventory Management for Manufacturer
Hello, We are a manufacturing company in the FnB industry. We want to use the inventory management system to manage our raw material stocks and at the same time once we produce items, we need to increase our final product inventory while decreasing theAnother nightmare experience with a "Zoho Partner": Cloud Z Technologies
I found "CloudZTech" on fiverr and I hired them to do a simple $300-$500 task. They did not deliver on time and I was forced to fire them. You guys must watch out for these fake ZOHO PARTNERS, 99% of them don't have the expertise necessary to help. IProduce application url to be common for all the Creator application Stages
I am trying to develop an application using the 3 environments steps like development, stage, production. I am trying to pass in a variable url like which redirects to a Report inside the application URL = "https://creatorapp.zoho.eu/insurancemarket/environment/development/all/#Report:Sign_Up_Form_Report"ZOHO BOOKS - RECEIVING MORE ITEMS THAN ORDERED
Hello, When trying to enter a vendor's bill that contains items with bigger quantity than ordered in the PO (it happens quite often) - The system would not let us save the bill and show this error: "Quantity recorded cannot be more than quantity ordered."Bill quantity received / PO quantity
PO's are raised & often the quantity received is greater than the PO quantity, so when we receive the bill & adjust the quantity on the bill we get.... Quantity recorded cannot be more than quantity ordered. This necessitates the adjustment of the POInventory API - How do I add a payment to a bill using the API?
I can update the "notes" field but I don't know how to add a payment to an existing bill. Is this possible? Does someone have a working example?Why Doesn't TrueSync Desktop App Have an Auto-Update Feature?
I have to manually update the app myself. I think it's a big shortcoming.Link Zoho Inventory to Clover POS
Is it possible to link zoho Inventory to Clover POS?How can I start trial version without any example data?
I am lazy to manually delete each data in every section. Is there any button to fresh start my account from zero?Building a custom site
do we have an option in Zoho to build custom sites like adding custom functionalities? want to make a site like https://trackscourier.com/jnt-tracking-ph/. Is it doable? Please assist.Selecting ZOHO Help Desk Plan for Startup
Hello everyone, We at unisouk are setting up a Product support team for our platform. and probably we will be team of 3-5 people. Which plan would cater my needs to address customer technical queries and maintain the inflow of various channel queriesWhere do we manage tags?
Where is the page where we can view all tags and manage them (like change a tag name to something else or merge tickets under a particular tag with another)?Possibilité de créer des boutons de raccourci dans les tickets Zoho Desk
Bonjour, J'ai développé plusieurs automatisations avec Zoho Deluge pour optimiser la gestion des tickets. Je souhaiterais savoir s’il est possible de créer des boutons de raccourci directement accessibles dans l’interface des tickets afin de déclencherUpdate to the Merge Tickets Functionality
This is to inform you about a significant update to the Merge Tickets functionality in Zoho Desk. Until now, while merging tickets, a user could set one ticket as the master ticket and choose the final value for any field from any of the secondary tickets too. As a result of this provision, many a time, crucial details related to the master ticket faced the risk of being excluded in the final, merged ticket. To overcome this challenge, we have decided to make the value of some critical fields unchangeable,Next Page