Sometimes the ticket can’t be solved within a regular time frame - it needs additional information from a customer (updates, confirmation, etc.), requires extra work from developers or a QA department or it could be also related to some upcoming events. In order to make your work more comfortable, we have implemented the possibility to place the tickets of such type On Hold and assign a date when the tickets status is set back to Open and then it appears in the standard view of tickets again. In case if the date is not assigned, the ticket will be set back to Open as soon as it is updated by the agent or the customer.
These tickets are always available in the separate folder “On-hold tickets” and they can always be put back in the standard list!