Hold & Pause
Pause ticket timers when waiting for user responses or external information. SLA tracking stays accurate.
/tickethold
⏸️ Ticket On Hold
This ticket has been placed on hold. Auto-close timers and SLA tracking are paused.
Held By
Moderator
Timers
All paused
Channel
Locked for user
Use /ticket hold again to resume this ticket
Illustration only — actual interface and behavior may differ
Three Steps to Pause
Put a ticket on hold, pause all timers, and lock the channel — all with a single command.
Staff Runs /ticket hold
A staff member uses the /ticket hold command. The ticket is instantly marked as on-hold.
Timers Pause
Auto-close timers, inactivity warnings, and SLA tracking all pause automatically. No manual intervention needed.
Channel Locks
The user can still read the channel but cannot send messages. Staff retain full access to coordinate internally.
Hold Tickets
Place a ticket on hold to pause inactivity timers and SLA tracking. The ticket remains accessible but won't be auto-closed.
Active Tickets
ticket-1234
On Hold — Waiting for internal approval
ticket-1235
Active
ticket-1236
On Hold — Escalated to dev team
ticket-1237
Active
Hold Notifications in Channel
When a ticket is placed on hold, a clear notification is sent to the ticket channel. The user knows exactly why their ticket is waiting and that staff is still working on it.
⏸️ Ticket placed on hold by Sarah — Escalated to development team for bug investigation.
The dev team is looking into this. We will get back to you within 24 hours.
🔒 This channel is now locked. Only staff can send messages while the ticket is on hold.
Illustration only — actual interface and behavior may differ
Timer Pause
When a ticket is on hold, all timers freeze — auto-close, reminders, and SLA counters. They resume the moment the hold is released.
Auto-Close Timer
Paused
Seamless Resume Flow
When the wait is over, resume the ticket with a single click or the /resume command. The channel unlocks, timers restart from where they paused, and a notification informs the user that their ticket is active again.
/tickethold
▶️ Ticket Resumed
This ticket is now active again. All timers have been restored.
Hold Duration
20h 19m
Resumed By
Sarah
Timers
Restored
Channel
Unlocked
Good news! The development team found and fixed the issue. Let me know if everything works now.
Illustration only — actual interface and behavior may differ
Channel Lock
Optionally lock the ticket channel while on hold, preventing new messages until a staff member releases the hold.
Permission Matrix
🔒 Channel Locked
This ticket is on hold. The channel has been locked so only staff can send messages. The user can still read the conversation.
Reason
Waiting for third-party response
User Access
Read only
Staff Access
Full access
Click Resume Ticket when ready to continue
Illustration only — actual interface and behavior may differ
Why Hold Matters for Metrics
Without hold, legitimate waiting time inflates your response metrics. Here is the difference.
Without Hold
Wait time from users and third parties skews all metrics.
With Hold
Hold time tracked separately. Only active support time counts.
Hold & Pause at a Glance
Everything you need to manage waiting tickets professionally.
1 cmd
To Hold a Ticket
100%
Timer Accuracy
Instant
Channel Lock Speed
Full
Audit Logging
When to Use Hold
Waiting for User Input
The user needs to provide screenshots, logs, or additional details. Hold the ticket so it does not auto-close while they gather information.
Third-Party Escalation
The issue requires input from a developer, external team, or service provider. Hold while you wait for their response.
Scheduled Follow-Up
You need to check back later — after a deployment, update, or event. Hold prevents false inactivity warnings.
Frequently Asked Questions
Any staff member with access to the ticket can place it on hold. Hold/unhold actions are logged.
No, users can still send messages by default. When they do, the ticket can automatically resume from hold. Channel lock is an optional setting.
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