Putting a thread on Hold will temporarily park the thread so you can come back to it at a later time. Select the Hold option in either Your current chats options or in the Conversation Thread options. The ticket be automatically added back into Your Current Chats if the requester or anybody else adds a new message to the thread.
A Hold window will open.
Enter any notes you may need when you come back to work on this thread, then click Hold.
When a Thread is put on hold, it is added to the On Hold queue. You can see this on the Home page.
There are a few ways to resume a thread that is on Hold.