if payment is processed, the ticket is closed automatically,
if the payment is not yet made and you want to close the ticket, an easy way is to tag the ticket,
this way you can access it again easily.
ok the simplest way to go about this is to create a ticket tag first,
goto Manage --> Tickets --> Ticket Tags --> Add New Tag and name it to your liking (ex. Hold)
and put Hold also in subtags like so
and map it to all the users or to whom ever you like, like so
then save it and logout and back in. now when you tag the ticket, it then can be closed and and when you click the hold button when no ticket is created, you can access all the tickets currently tag hold
and will show up like this:
furthermore i personally like the ticket to close automatically, when i want to hold the ticket and to do that you can
goto Manage --> Automation --> Rules --> Add Rule and set it up like so:
and then go on to map it to all users again.
this way when you take the order and want to hold it, it will automatically close the ticket and then can be accessed again via the Hold button.
hope it helps.