Can I add custom ticket statuses? Follow

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5 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.

  • Avatar
    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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