I am currently evaluating both FreshDesk and Zoho Desk and there is one use case we have that doesn't seem to be addressed directly in either. However, for Zoho Desk, I am still quite new to the app (in trial) so perhaps missing a concept here.

The issue here is being able to state that we want to "Pause until" a ticket until a certain date. "Pause", in this context, means it is effectively deprioritized or hidden until the date specified arrives. I can see a couple of ways in which this could be exposed in the UI (if the field existed).

I want to be clear that this is NOT related to SLAs. For my small business we don't have or track SLAs. I have seen the On Hold status but that seems to simple stop the SLA clock and there's no way to enter what I have referred to above as a "pause until..." date.

All that said, it could be that I can craft a solution here using custom fields, custom views and the like. But before I go down this path I would like to know there are any built-in features that directly address this use case.

Thank you.