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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.

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Queue: On Hold

When a Thread is put on hold, it is added to the On Hold queue. You can see this on the Home page.

Resuming a Thread

There are a few ways to resume a thread that is on Hold.

  1. From the On Hold queue, click the ellipsis to the right of the thread and select Resume.
  2. From the On Hold queue, click the ellipsis to the right of the thread and select View Thread to open the message thread to begin working on it.
  3. From the On Hold queue, click the ellipsis to the right of the thread and select View to open the ticket.
  4. Any reply in the message thread will automatically move the message thread to the Current Chats queue.

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