Zoho Desk now lets you hit pause.

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

        All-in-one knowledge management and training platform for your employees and customers.







                              Zoho Developer Community



                                  Bootcamp
                                  Community
                                  Pricing
                                  Webinars
                                  What's New
                                  Integrations
                                  Contact Support
                                  Contact Sales
                                    Zoho Survey Resources
                                      Features
                                      Survey Templates
                                      Integrations
                                      Community
                                      iOS Mobile Surveys
                                      Pricing
                                      Android Mobile Surveys
                                      Insurvey Blogs
                                      Insight Blogs
                                      Tips & Tricks





                                                  Latest Feature Updates

                                                    • Desk Community Learning Series


                                                    • Digest


                                                    • Functions


                                                    • Meetups


                                                    • Kbase


                                                    • Resources


                                                    • Glossary


                                                    • Desk Marketplace


                                                    • MVP Corner


                                                    • Word of the Day


                                                    • Ask the Experts




                                                        Zoho SalesIQ Resources

                                                              • Sticky Posts

                                                              • 2024 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 email

                                                              • Using Agent Email Address as From Address

                                                                Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage.  Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions about

                                                              • Edit 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-important

                                                              • 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 service

                                                              • Customize 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, Green


                                                              Manage your brands on social media
                                                              Access Zoho Social

                                                                Zoho Pagesense Resources


                                                                    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

                                                                                        • CRM Community Learning Series

                                                                                          CRM Community Learning Series


                                                                                        • Kaizen

                                                                                          Kaizen

                                                                                        • Functions

                                                                                          Functions

                                                                                        • Meetups

                                                                                          Meetups

                                                                                        • Kbase

                                                                                          Kbase

                                                                                        • Resources

                                                                                          Resources

                                                                                        • Digest

                                                                                          Digest

                                                                                        • CRM Marketplace

                                                                                          CRM Marketplace

                                                                                        • MVP Corner

                                                                                          MVP Corner









                                                                                            Design. Discuss. Deliver.

                                                                                            Create visually engaging stories with Zoho Show.

                                                                                            Get Started Now


                                                                                              Zoho Show Resources

                                                                                                Zoho Writer

                                                                                                Get Started. Write Away!

                                                                                                Writer is a powerful online word processor, designed for collaborative work.

                                                                                                  Zoho CRM コンテンツ




                                                                                                    Nederlandse Hulpbronnen


                                                                                                        ご検討中の方




                                                                                                                • Recent Topics

                                                                                                                • Turn off Knowlege Base Follow options and Follower lists

                                                                                                                  Is there a way to hide or turn off the option in the Knowledge Base for users to follow specific departments/categories/sections/articles? If not, is there a way to turn off the public list of followers for each of those things? Otherwise, customer names

                                                                                                                • Enterprise Data management solutions

                                                                                                                  I'm on the hunt for the perfect Data management solution for my organization. I've been doing a ton of research across different websites, but honestly, it's just left me more confused! A friend suggested I check here, so I'm hoping someone can point

                                                                                                                • New Feature: Audit Log in Zoho Bookings

                                                                                                                  Greetings from the Zoho Bookings team! We’re excited to introduce Audit Log, a new feature designed to help you track all key actions related to your appointments. With Audit Log, you can maintain transparency, strengthen security, and ensure accountability.

                                                                                                                • Automated Task reminder

                                                                                                                  First question: If a task does not have a reminder set, will it still send an email notification that the task is due today? If not, how can I set up an automated reminder to send the task owner an email that it is due on a certain date?

                                                                                                                • Zoho Support - contract notifications

                                                                                                                  Hi, I have a few questions about using Zoho support. Is there a way to add custom contract notifications like (90 days before expiry send notification e-mail to agent and customer, then another 60 days before expiry and another 30 days.). And is it possible

                                                                                                                • Kaizen #230 - Smart Discount-Based Quote Approvals Using CRM Functions and Approval Process

                                                                                                                  Hello everyone! Welcome back to the Kaizen series! Discount approvals are a standard part of sales governance. Most organizations need something like this: Discount % Required Action < 10% Auto-approve 10–19.99% Sales Manager approval ≥ 20% VP Sales approval

                                                                                                                • How to create a new Batch and update Stock via Inventory?

                                                                                                                  Hi everyone, We are building an automation where a user enters batch details (Batch Number, Mfg Date, Expiry, and Quantity) into a Custom Module. I need this to trigger an API call to Zoho Inventory to: Create the new batch for the item. Increase the

                                                                                                                • OAuth2 Scope Error - Incorrectly defaulting to CRM instead of Analytics.

                                                                                                                  Hello Zoho Team, I am trying to connect n8n to Zoho Analytics API V2 for a simple automation project. Despite using the correct Analytics-specific scopes, my OAuth handshake is failing with a CRM-related error. The Problem: The authorization screen shows:

                                                                                                                • Is it possible to create a meeting in Zoho Crm which automatically creates a Google Meet link?

                                                                                                                  We are using Google's own "Zoho CRM for Google" integration and also Zoho's "Google Apps Sync" tools, but none of them provide us with the ability to create a meeting in Zoho CRM that then adds a Google Meet link into the meeting. Is this something that

                                                                                                                • Trigger a Workflow Function if an Attachment (Related List) has been added

                                                                                                                  Hello, I have a Case Module with a related list which is Attachment. I want to trigger a workflow if I added an attachment. I've seen some topics about this in zoho community that was posted few months ago and based on the answers, there is no trigger

                                                                                                                • How can I link Products in a Deal Subform to the Products Module

                                                                                                                  Hello, I have a pricing subform on our Deals page and use a lookup field to associate a product with each line. I want to be able to look at a product page within the Products module and see a list of the deals connected to that product. I have this working

                                                                                                                • Email Field Validation Incorrectly Rejects RFC-Compliant Addresses (Forward Slashes)

                                                                                                                  I've encountered a validation issue with Zoho Creator's Email field that rejects RFC-compliant email addresses containing forward slashes, and I'm hoping the Zoho team can address this in a future update. The Issue When entering an email address containing

                                                                                                                • Call result pop up on call when call ends

                                                                                                                  I’d like to be able to create a pop up that appears after a call has finished that allows me to select the Call Result. I'm using RingCentral. I have seen from a previous, now locked, thread on Zoho Cares that this capability has been implemented, but

                                                                                                                • ZOHO.CRM.UI.Record.open not working properly

                                                                                                                  I have a Zoho CRM Widget and in it I have a block where it will open the blocks Meeting like below block.addEventListener("click", () => { ZOHO.CRM.UI.Record.open({ Entity: "Events", RecordID: meeting.id }).catch(err => { console.error("Open record failed:",

                                                                                                                • Payment system for donations management

                                                                                                                  I manage an organization where we receive donations from payers. Hence, there is no need to first create invoices and then create payments received against the invoices. What are the recommended best practices to do this in ZohoBooks?

                                                                                                                • Recording the deducted TDS on advance received from Customer (Zoho Books India)

                                                                                                                  Hi, How can we record the tds that has been deducted by my customer for the advance that he has paid to me. 1) My customer has paid Rs 10000 to me as advance (Rs 9800 as cash and deducted Rs 200 as TDS). I am not able to record the tds that has been deducted

                                                                                                                • Changing Account Type in Chart of Accounts

                                                                                                                  Does anyone know how to change/edit the account type for an Account name in Chart of Accounts. Zoho will not let me do this for some reason

                                                                                                                • Bulk bank rule creatioin

                                                                                                                  Hi team, I am exploring Option to create a multiple bank rule. Could please suggest the option to implement this?

                                                                                                                • The Social Wall: January 2026

                                                                                                                  Hello everyone, We’re back with the first edition of The Social Wall of 2026. There’s a lot planned for the year ahead, and we’re starting with a few useful features and improvements released in January to help you get started. Create a GBP in Social

                                                                                                                • Zoho books aide

                                                                                                                  Bonjour, je rencontre un problème avec Zoho Books. J’ai effectué une demande de support via l’interface prévue à cet effet, mais je n’ai jamais de retour. Je ne reçois ni email de confirmation, ni information concernant la prise en charge de ma demande,

                                                                                                                • Smart Data, Smarter Contracts — Ensuring Consistency Between Metadata and Documents

                                                                                                                  In contract management, data accuracy is not just a nice-to-have—it is essential. A single mismatch between what your system shows and what is written in the contract can ripple into approval delays, compliance risks, and broken trust in your data. Imagine

                                                                                                                • Join Zoho Meeting only via Web browser and not with Zoho Meeting App

                                                                                                                  Dear Zoho team, according to the documentation [1], Zoho Meeting only offers web view for Chrome and Firefox on a desktop. For other browsers and devices, participants can only join a Zoho Meaning with the Zoho Meeting App installed. This is a big hurdle

                                                                                                                • CRM gets location smart with the all new Map View: visualize records, locate records within any radius, and more

                                                                                                                  Hello all, We've introduced a new way to work with location data in Zoho CRM: the Map View. Instead of scrolling through endless lists, your records now appear as pins on a map. Built on top of the all-new address field and powered by Mappls (MapMyIndia),

                                                                                                                • Manage control over Microsoft Office 365 integrations with profile-based sync permissions

                                                                                                                  Greetings all, Previously, all users in Zoho CRM had access to enable Microsoft integrations (Calendar, Contacts, and Tasks) in their accounts, regardless of their profile type. Users with administrator profiles can now manage profile-based permissions

                                                                                                                • inability to use different primary address on invoice per location

                                                                                                                  my company operates in two different locations with different email address. The problems then is the inability to edit the primary to suite the invoice for the second location.

                                                                                                                • AI Search and Record Retrieval Inside Zoho Creator – Is This Possible?

                                                                                                                  Is it possible to integrate an AI assistant into Zoho Creator that can intelligently search, retrieve, and analyze records within the application’s forms and reports? Can AI access and query existing Creator data securely using Deluge or APIs to provide

                                                                                                                • Rename Service Report

                                                                                                                  Some of our customers are requesting the name of the service report PDF to be in a specific format, for example, instead of REP-001.PDF some are requesting to include their name like customername.pdf. is that possible?

                                                                                                                • Scheduled AU Data Center Database Version Upgrade for Zoho Forms

                                                                                                                  Dear Zoho Forms' users, We would like to update you on a scheduled AU Data Center database version upgrade for Zoho Forms. Find the schedule below: Migration window: Sunday, 22nd February 2026 12.00 AM to 12.30 AM AEDT This migration is a part of our

                                                                                                                • Cannot get code to work with v2.mergeAndStore!

                                                                                                                  Please can someone help me pass subform items into a repeating mail merge table row using v2.mergeAndStore? I have a mail merge template created in Writer and stored in Workdrive. This template is referenced by a custom CRM function which merges all of

                                                                                                                • Hotmail is blocking the zoho mail IP

                                                                                                                  Greetings, Since last Tuesday (5 days ago today) I wrote to Zoho support and I still haven't received a single response (Ticket ID: 2056917). Is this how you treat people who pay for your email service? I am making this public so that those who want to

                                                                                                                • Zoho Bookings and Survey Integration through Flow

                                                                                                                  I am trying to set up flows where once an appointment is marked as completed in Zoho Bookings, the applicable survey form would be sent to the customer. Problem is, I cannot customise flows wherein if Consultation A is completed, Survey Form A would be

                                                                                                                • Zoho CRM Community Digest - December 2025 | Part 2

                                                                                                                  Hello Everyone! During the final weeks of December, Zoho CRM introduced updates that not only enhanced product capabilities but also offered deeper guidance through Kaizen posts. This section highlights what was released and shared in the last two weeks

                                                                                                                • CRUD actions for Resources via API

                                                                                                                  Hello, is it possible to perform CRUD actions through the API for Resources? We want to create a sync from Zoho CRM Car record to Bookings resources to create availabilities for Car bookings. For Test drives, not only the sales person needs to be available,

                                                                                                                • Kaizen #186 : Client Script Support for Subforms

                                                                                                                  Hello everyone! Welcome back to another exciting Kaizen post on Client Script! In this edition, we’re taking a closer look at Client Script Support for Subforms with the help of the following scenario. " Zylker, a manufacturing company, uses the "Orders"

                                                                                                                • Unable to Assign Multiple Categories to a Single Product in Zoho Commerce

                                                                                                                  Hello Zoho Commerce Support Team, I am facing an issue while assigning categories to products in Zoho Commerce. I want to assign multiple categories to a single product, but in the Item edit page, the Category field allows selecting only one category

                                                                                                                • オンライン勉強会のお知らせ Zoho ワークアウト （2/19 参加無料）

                                                                                                                  ユーザーの皆さま、こんにちは。コミュニティチームの中野です。 2月開催のZoho ワークアウトについてお知らせします。 今回はZoomにて、オンライン開催します。 ▶︎参加登録はこちら（無料） https://us02web.zoom.us/meeting/register/6AyVUxp6QDmMQiDGXGkxPA ━━━━━━━━━━━━━━━━━━━━━━━━ Zoho ワークアウトとは？ Zoho ユーザー同士で交流しながら、サービスに関する疑問や不明点の解消を目指すイベント「Zoho

                                                                                                                • doubts about customer happiness in zoho desk

                                                                                                                  Good afternoon, Desk community. The reason for my message is that I have a question regarding the customer satisfaction surveys we can ask our clients to rate our service. I know that in Desk, you can activate Customer Happiness to send a survey to the

                                                                                                                • COQL API in JS Widget only pulling 200 records

                                                                                                                  Hello! We've been building a custom homepage widget using the Zoho JS SDK, and it seems that this https://help.zwidgets.com/help/latest/ZOHO.CRM.API.html#.coql only allows 200 records. I thought the limit was 2000 for COQL queries, but am I mistaken?

                                                                                                                • Standard Description Field - Can I change label or add dd tooltip

                                                                                                                  Is there a way fo you guys to allow the customer to change the label name for the description field in the customer portal when submitting tickets. Or at least allow us to add a tooltip to clarify what description we need from them. I know I can create my own separate multi line description field but if I do that, it doesn't have the nice toolbar with Bold, Italic, Underline, color, font, indent, etc. Can you please allow us to add a tooltip to the zoho standard description field?

                                                                                                                • Introducing parent-child ticketing in Zoho Desk [Early access]

                                                                                                                  Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-child

                                                                                                                • Next Page