Hi, guys!
Could anyone please shed a light on this?
1. I don't see on-hold status as a ticket status (upon replying answers).
What could be the reason?
2. What does it mean "Submit as open" when answering the ticket?
Somehow only ticket status I see is New, Open, Pending. Then, when I use "Submit as open" does that mean we are checking internally (as we need to find the information internally)?
Hi @brett13,
I am not sure if the question had already been asked, but is it possible in the future to have the ticket status On Hold enabled by default? If I am not mistaken, at the moment this status cannot be shared between Zendesk instances and this causes minor annoyances with our partners as it usually re-opens tickets instead.
Kind regards,
Edwin
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Great questions!
- You'll need to first enable the on-hold status as mentioned in this article: Adding the On-hold ticket status to Zendesk Support
- The Open status typically means that the ticket needs to be worked on by an agent. Once an agent submits their response to a customer they will want to submit as pending. Once the user replies back, the ticket status will automatically set the status back to open.
Hope this clears up any confusion!