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TASKGuide

Put on hold and log follow-ups

Put the ticket Em espera (On hold) when the work depends on someone — and log every contact as a follow-up so the promised callback doesn't get lost.

Put the ticket on hold

  1. 1

    Click `Aguardando` (Waiting) on the ticket.

    Or drag the card to the Em espera column on the board. The Colocar em Espera (Put on hold) window opens.

  2. 2

    Choose the `Tipo de Espera` (Hold type).

    Externa (External — a vendor or third party), Solicitante (Requester — waiting on a reply from whoever opened it), Interna (Internal — waiting on someone from the team), or Issue do Forge (Forge issue — waiting on a development delivery; the option appears for those with Forge access).

  3. 3

    Fill in the `Motivo da Espera` (Hold reason).

    Required. Note who owes the reply, the protocol, and what unblocks the ticket. An Externa hold also asks for the Número do ticket externo (external ticket number) and the URL externa (external URL); Interna asks for the Responsável interno (internal owner); Issue do Forge asks for the issue.

  4. 4

    Confirm with `Colocar em Espera`.

    result
    The ticket moves to Em espera and the side panel shows the hold card, with the type, the reason, and how long it has been waiting.

To fix the hold later, click the pencil Editar motivo de espera (Edit hold reason) in the side panel and save with Salvar Alterações (Save changes).

Log follow-ups

A follow-up is the internal record of each contact made during the hold — "Called Carlos, no answer. Trying again tomorrow." Requesters don't see follow-ups; to talk to the requester, use the chat.

  1. 1

    Click `Registrar` (Log) in the ticket's `Follow-ups` panel.

    In the Inbox, each row under Em espera com você (On hold with you) has a quick-access Registrar follow-up button.

  2. 2

    Write down the contact and send it with `⌘↵`.

    result
    Toast "Follow-up registrado" (Follow-up logged). The record enters at the top of the ticket's follow-up history.

The queue puts tickets without contact first

Under Em espera com você, tickets with no follow-up come first, followed by those with the oldest follow-up. Logging the contact moves the ticket to the end of the queue.

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