Frozen requests are used when you know that you will not start processing the request soon and you need to postpone the ticket until a certain date (or until the user replies), or when you are waiting for additional information on the request from the client and the request should not distract you until the new information arrives.

Frozen requests are not displayed in the general list, but they can be found in the corresponding “Frozen” view: 

To freeze a request, open it and click on the corresponding button:

To the left of the button before freezing you can specify the date and time when the request should be unfrozen: in this case the application will be unfrozen either at the specified time or when a new answer is added to it. If you do not specify a date, the request will be frozen until the next response.

All actions on freezing and unfreezing of the request are recorded in the audit, where you will be able to track which employee froze the request, to what date, and by whom and when it was unfrozen:

You can prohibit or allow freezing requests for a specific group of employees in the “Groups, access rights” menu.