Plan requirement
| Subscription | Any plan |
| Access | Admin |
On-hold is off by default. Turning it on is one switch, and it changes what your response-time figures actually mean.
Turn it on
- Open Admin Center, then Objects and rules, then Tickets, then Ticket statuses.
- Activate the On-hold status.
- Save.
It appears in the status field for every agent immediately. Nothing else changes and no tickets move.
Why you want it
Without on-hold, everything you are waiting on becomes Pending, and Pending means waiting on the customer. Time on Pending is generally excluded from your response figures, on the reasonable basis that you cannot control it.
So a team without on-hold books its own delays as customer delays. First reply and resolution times look good, and the numbers describe something that is not happening.
Agents only
On-hold is invisible to customers. In the help centre a ticket on hold shows as open, which is honest: from their side you are still working on it.
Agree what it means
The distinction is simple but needs saying once. Pending is waiting on the customer. On-hold is waiting on anyone else, including you. Teams that skip that conversation end up using them interchangeably, which leaves you no better off than before.
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