Can I add custom ticket statuses? Follow

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7 comments

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    Jason Neill

    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

    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

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

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    Michael DeMaria

    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 Relyea

    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

    This would be an amazing and very useful feature.

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    Nicole Relyea

    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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