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 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.