Once you already have approval from Staff to place a ticket on hold, remember all on hold tickets are escalations, make sure to complete the “Escalation Form”
Once you submit the form, select the option “On hold” (Tipificacion 1 / Tipificacion2) from the ticket you are working on
Once done, your Supervisor will be able to see the all on hold tickets generated by the Team. And your On Hold folder will looks like this
Once your Supervisor has all the necessary information, you can continue working into the ticket, for you to search it, simply go to your On Hold folder to locate all your saved tickets.
Once you locate the saved ticket to work on, go to Tipificacion 1 / Tipificacion 2 and make your selection based on what the final decision was and hit Guardar.
Once the process with the on hold ticket was completed, it should be removed from your On Hold folder, the Seguimientos section should be empty. If you have any issue at the time the ticket was closed and saved on Leviatan, reach your Supervisor for further assistance.