When is it NOT acceptable to keep a ticket on hold?

Keeping a ticket on hold while waiting for payment is generally not acceptable because it can lead to delays in providing service and customer dissatisfaction. Payment-related issues should be resolved efficiently without holding up progress on a ticket. This fosters a better customer experience by ensuring that service delivery continues and any issues can be addressed promptly, regardless of the payment status.

In contrast, waiting for parts, customer feedback, or resolving a complaint often involves factors beyond immediate control, and it’s reasonable to keep a ticket on hold during these times. For instance, certain repairs or service requests cannot be completed until the necessary parts arrive. Similarly, obtaining feedback from customers is crucial for assessing satisfaction or making improvements, and it is appropriate to pause the ticket while waiting for their response. Addressing complaints might require additional time or information from various sources, justifying a temporary hold.