Mounika Sanikommu

Zendesk freut sich, die allgemeine Verfügbarkeit formularbasierter angepasster Ticketstatus ankündigen zu können. Mit formularbasierten Ticketstatus können Sie festlegen, welche Ticketstatus in bestimmten Ticketformularen erscheinen sollen.

Diese Ankündigung enthält folgende Themen:

• Was ändert sich?
• Warum nimmt Zendesk diese Änderung vor?
• Was muss ich tun?

Was ändert sich?

Wir erweitern den Funktionsumfang angepasster Ticketstatuswerte durch die Einführung formularbasierter angepasster Ticketstatuswerte.

Administratoren können jetzt festlegen, welche Ticketstatus in bestimmten Ticketformularen angezeigt werden sollen. Wenn Sie Ticketstatus mit Formularen verknüpfen, werden sie bei Verwendung des betreffenden Formulars automatisch angewendet.

Formularbasierte Ticketstatus bieten mehr Flexibilität durch die Möglichkeit, die Ticket-Workflows an den jeweiligen Kontext oder die Art der Anfrage anzupassen. So sorgen Sie dafür, dass den Agenten immer die am besten geeigneten Status zur Verfügung stehen. Agenten sehen jeweils nur die Statuswerte, die für das aktuell bearbeitete Ticketformular relevant sind.

Wenn Sie beispielsweise ein Ticketformular für „Fehlerbericht“ haben, können Sie angepasste Statuswerte wie „Wird analysiert“ oder „Wartet auf Lösung“ definieren. Diese Statuswerte sind automatisch verfügbar, wenn ein Agent das entsprechende Formular auswählt.

Warum nimmt Zendesk diese Änderung vor?

Mit dieser Änderung gehen wir auf Feedback ein, in dem wir darauf hingewiesen wurden, dass das Fehlen dynamischer, formularbasierter Ticketstatus die Arbeit der Agenten erschwert. Agenten mussten häufig durch irrelevante Statuswerten navigieren oder die entsprechenden Optionen manuell auswählen, was die Ticketbearbeitung verlangsamte und die Fehlerwahrscheinlichkeit erhöhte.

Mit dieser Änderung können Sie Ticketstatus jetzt flexibel und gezielt mit bestimmten Formularen verknüpfen. Dadurch wird sichergestellt, dass Agenten nur die relevantesten Status im richtigen Kontext sehen, was letztendlich Ihre immer vielfältigeren und komplexeren Support-Workflows unterstützt.

Was muss ich tun?

Diese Funktion ist automatisch verfügbar. Weitere Informationen finden Sie unter Überblick über Ticketstatus in Formularen.

Falls Sie Feedback oder Fragen zu dieser Ankündigung haben, dann besuchen Sie unser Community-Forum, in dem wir das Produkt-Feedback der Kund:innen sammeln und verwalten. Wenn Sie allgemeine Hilfe zu Ihren Zendesk-Produkten benötigen, wenden Sie sich an den Zendesk-Kundensupport.

We're excited to announce the expansion of our beta program for form-based custom ticket statuses! Due to the positive feedback and success we've seen so far, we're extending this feature to a select group of additional customers.

This enhancement allows you to tailor ticket statuses to better fit your workflow, providing more flexibility and improving overall efficiency. If you're interested in participating in this expanded beta, please fill out this form. Your feedback is invaluable in helping us refine and perfect this feature before its general release.

Thank you for your continued support and collaboration!

We are writing to inform you about an important update to the Form Ticket Statuses Beta feature. These changes are designed to improve your experience and streamline your workflows. We appreciate your participation in the beta and your valuable feedback, which has guided us in enhancing the experience. Please read the following information carefully to understand the changes and any actions required on your part.

Previous Behavior:

• Previously, forms with no statuses associated would show all statuses in the Ticket UI, but this proved confusing and restrictive based on your feedback.

New Behavior:

• We executed a one-time conversion for any forms that had no custom statuses selected (and therefore all statuses selected) in order to maintain your current functionality.
• We will create associations for all default statuses only for forms with no existing associations.
• Default statuses will always be selected on all forms.
• When a new custom status is created, it will not be added to any existing forms and must be configured on each form.
• We are currently working on an enhancement to the custom status creation workflow that allows you to associate a new status to all desired forms.
• The status picker will now show only default statuses for forms with no associations.
• Existing associations will remain unchanged.

What You Need to Do:

• Update Form Statuses: Please review and update your form status associations as needed to ensure they reflect your desired configurations.

When will the enhancement be available:

• The enhancement is scheduled to be available by the end of next week.

 As always if you have any questions or concerns please post them in this community, your feedback has already been invaluable in improving this beta and I really appreciate everyone that has chimed in thus far.

Hey everyone, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

Hey everyone, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

Hey everyone, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

Hey Brandon, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.

Hey everyone, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

This is great feedback and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

Hey CJ Johnson, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.

Thank you all for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.