Ticket Status
On Hold state - Use cases and Behavior
Zoho Desk allows you to pause SLA timers on tickets when you are waiting for an event to happen. You can do this by selecting a status that is mapped to the On Hold state. However, it is important that you understand the functionality and which parts ...
Understanding the On hold ticket state
Ticket statuses help customers and agents to track progress and manage the lifecycle of a ticket. For example, it tells you whether it's the customer or an agent that needs to act next. All tickets in Zoho Desk can be in one of the following three ...
Customizing Ticket Statuses
Typically, when customers submit support tickets, you assign them with a status that has been set up for your Zoho Desk. It will help you know the number of tickets that were resolved and those that are currently open. To begin with, you're provided ...