What does "On Hold" support status mean?

[heavyharmonies]

This is a new one to me. I've had tickets that are "New", "Assigned", "Awaiting your reply" and "Closed", but never "On Hold"

Does this status block my responses to the ticket from reaching anyone? I replied to support ticket 12906226 yesterday MORNING, but never received any response and the ticket is still "On Hold".

This is an issue I need to get resolved pronto.

Thank you.

[Frank Broughton]

PM Masood or NickO if no one answers here.

[JPC-Rizwan]

The 'On Hold' status do not block your responses on the ticket, the tickets are kept in 'On Hold' status usually when we are waiting for some other item to complete the task in some ticket e.g. a OS reload or some drive replacement , server resetup etc.
I have checked and a tech is working on your ticket at this time, so you will receive a response soon.