What is On hold ticket?
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.
Frequently asked questions
What is an on hold ticket?
Hold tickets are tickets that cannot be terminated immediately. They are then marked as open but suspended.
What are the most common reasons for on hold tickets?
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.
Where to find on hold tickets in LiveAgent?
On-hold tickets can be found in the tickets section. They are marked accordingly, making them easy to find and select.