How do I put a Ticket on hold?

Modified on Tue, 09 May 2023 at 02:33 PM

Within each ticket, there is a Hold Requests tab.

To place a ticket "On Hold" select "Hold Request". You will need to provide a reasonable explanation.

To complete the hold request select the "Put on Hold Now" button and the ticket will now be paused.  

The ticket will appear in the on hold tab on the tickets dashboard.

The released tickets will reset their KPI countdown, and restart from the initial Respond and Repair time on initial ticket creation.

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