Can I add custom ticket statuses?

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16 Comments

  • Jason Neill
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    This is a feature we would really want.  The ability to add another status and to control the agent name of a status compare to what the customer sees.

    IE: Agent Selects - 'Waiting on Server' and Customer Sees - 'Waiting on Support'

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  • Jessie Schutz
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    Hey Jason!

    You're definitely not the first person who has suggested this kind of functionality; there's a pretty active thread about this over in our Product Feedback area. This thread has been around for a while, as you'll see, but I still recommend that you add your vote and detailed use case so our Product Managers can understand the problem that you're trying to solve.

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  • Jason Neill
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    Thank you!  I have added my comments to that post.

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  • Michael DeMaria
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    I agree completely.  We have an extensive RMA process to support a very technical, high-end product line which requires a deviation from the basic status options.  Given the time involved to manage repairs, we end up with a significant number of tickets in an open state which clutter our workflow.  We currently attempt to manage with ticket fields, but this is not effective.  A single, custom-defined status option from Zendesk, would make a world of difference to us, and it seems to many users.

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  • Nicole - Community Manager
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    Hey Michael - 

    Thanks for sharing. I suggest adding your feedback to the thread linked in Jessie's response above - Product Managers look at things in the Product Feedback forum, but are less likely to find your comments over here. 

     

     

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  • Matthew CHALLENGER
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    This would be an amazing and very useful feature.

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  • Nicole - Community Manager
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    Thanks for the feedback, Matthew. Unfortunately, our Product Managers don't usually see things posted in comments in our Knowledge Base. There are just too many places for posts to go and not enough hours in the day for them to get all over our Help Center.

    I encourage you to share details about the problem you're having and how this feature would solve it in this thread in the Product Feedback Community, which our PM's DO monitor and follow. 

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  • Natalie Sampey
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    This really would be so useful!

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  • Albert Aguilar
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    Is it possible to restrict Ticket Status (Solved) by Custom Field?

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  • Nicole - Community Manager
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    Hi Albert, 

    No, it is not possible to customize the ticket statuses. They are part of the inborn system rules. 

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  • Ahmed Tapl
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    Are there any updates on adding new customized status?

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  • Brett - Community Manager
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    Hi Ahmed,

    Custom statuses are not on the roadmap currently so apologies there. It does look like we have a feedback post created here: Customize Status Field Values I encourage you to upvote as well as provide your use case to give a better understanding of why this feature is needed. This will help provide visibility to other users in need of a similar feature as well as our Product Managers for review.

    Cheers!

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  • Shelby Murrell
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    It is very disappointing that Zendesk is saying custom Status' are not on the road map. Going from Service Cloud to Zendesk - many of us at the company I work for use "Meeting" as a Status. So that your Open tickets are not cluttered when you are waiting on a web meeting with the customer.

     

    If you have any suggestions as to how to separate these in a view please share.

     

    Thank you,

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  • Nicole - Community Manager
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    Hi Shelby -

    The product team is currently evaluating what would be involved with enabling custom statuses. Not on the roadmap means it's not currently slated for development, however it is being considered and explored.

    I encourage you to add your use-case and vote to the product feedback request related to this topic. That is also where we will provide updates on this request in the future.

    As far as how to not clutter your open tickets, would the "on hold" status work while you're waiting for the meeting?

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  • Shelby Murrell
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    Nicole,

     

    Using the "on-hold" status is not an option. This will count against our companies SLA requirements when it comes to ticket tracking and response times. We have obviously reviewed it and it is not an option. Which is why when using Salesforce/Service cloud we looked into and created a Status for "Waiting on meeting".

    Regardless of what you mean by on the road map, the general consensus I've read on these threads is that Zendesk will not be adding any Status options besides the 4 presently available.

     

    Thanks,

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  • Nicole - Community Manager
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    Hi Shelby,

    Adding other statuses is being considered, but it is not currently planned. That means we may allow it at some point in the future, but we can't say for certain or provide any timeline.

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