Why haven't my pending tickets moved to the "On Hold" status?
Modified on: Tue, 18 Jun, 2024 at 4:56 PM
We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible.
To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
For a ticket to be considered as On Hold, Freshdesk will expect the Status of the ticket to be set to one of the statuses where the SLA timer is OFF (Except Resolved/Closed).
To turn off the SLA on one particular status,
- Go to Admin > Workflows >Ticket Fields.
- Click on Status.
- On the dialog box that contains the properties, you will find an option to turn ON/OFF the SLA timers for each status.
- Turn off the SLA timer for the ones you do not want the timer to run.
For the status Pending, if the SLA timer was ON, then the tickets in this status will not be considered as On Hold.
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