Tickets that can not be immediately resolved are called on hold tickets and are marked as open. The reason for their inability to be solved may be that a response from a customer or a team member is expected.
Hold tickets are tickets that cannot be terminated immediately. They are then marked as open but suspended.
The most common reasons for withholding tickets are waiting for additional information from someone who needs support or when an agent has to wait for a response from a team member.
On-hold tickets can be found in the tickets section. They are marked accordingly, making them easy to find and select.
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