Hold a ticket

Holding a ticket temporarily removes it from the list of tickets you see when you view the helpdesk. For example, if you expect a reply from a customer within two days, you can hold the ticket for three days to remove it from your ticket list. After the hold expires, the ticket reappears in your ticket list.

Smile displays the Hold icon icon next to a held ticket. If Smile associates an email or call with a held ticket, the ticket is immediately released.

Tip: To manually release a hold, follow the procedure below and select Release from hold in the Hold for drop-down.

This task explains how to hold a ticket.

  1. View the helpdesk inbox.
    The Help Desk page appears and displays any tickets assigned to you and your assignment group.
  2. Click View next to the ticket that you want to hold.
    The Ticket page is displayed.
  3. Click Edit, then select the hold duration from the Hold for drop-down.
    If you select the Specify a date option, specify the expiration date in the Hold date field.
  4. Click Save.
    Smile holds the ticket for the specified length of time, and displays the hold expiry time in the ticket's status.