Only the Principal Contractors can do this.
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.
All on hold Tickets can be released from hold by the House builder or Commercial Contractors users.
The released tickets will reset their countdown, and restart from the initial Respond and Repair time on initial ticket creation.