Time is the most important indicator of a quality customer support. But it often happens that the request is currently not possible to implement, the client's question is not relevant or is waiting for updates (clarifications). The HelpDesk system offers to freeze suspended cases so that way they don't interfere with the current work of the contact center.
Using the freezing option the support specialist can select the date when the request will be displayed in the general list of tasks. If you don't specify the defrost deadline you can return the request to work manually or automatically by adding a response from the operator or client.
All pending orders are available in the default filter - "Frozen".