Time is the most important indicator of quality customer support. But it often happens that the request is not possible to solve at the moment, the question is not relevant or is waiting for updates (clarifications). EddyDesk offers to freeze suspended requests, so they do not interfere with the ongoing work of the contact center.

When freezing, the agent can choose a date when the request will be unfrozen and appears in the general list of requests again. If you do not specify a timeframe for unfreezing, you can return the request to work manually or when agent or customer will reply to it.

All frozen requests are available in the "Frozen" default view.