Question
What are the ticket statuses displayed in the My activities Help Center page? Why are they not identical with the agent-facing ticket statuses?
Answer
When you click your profile icon on the upper-right of any Help Center page and choose My activities, the customer portal opens. The ticket statuses that are displayed in the Help Center to end-users are slightly different than the ticket statuses that are available to agents in Support. This is because the customer portal ticket statuses are meant to make sense from the end-user's perspective.
The end-user facing statuses are:
- Open - support team is working to resolve the request,
- Awaiting your reply - support team is waiting for the end-user's reply,
- Solved - the request was resolved.
Here's how the Help Center customer portal statuses correspond to the Support ticket statuses:
| Support Ticket | Help Centre request |
| New | Open |
| Open | Open |
| Pending | Awaiting your reply |
| On-hold | Open |
| Solved | Solved |
| Closed | Solved |
10 Comments
Hi Eugene,
Is there any possibility to customize the end-user facing statuses and/or support<=>helpcenter status mapping?
Hey Mateusz,
There's no way to customize the built in status field unfortunately. It looks like there's already a product feedback post created asking for this functionality: Customize Status Field Values
I would recommend cross-posting there and providing your use case which will help provide visibility to our Product Managers for review.
Thanks!
I see that we can't change the statuses, but is there anyway to remove what we don't want people to see? I have a group of users that need visibility on the open tickets of an organization, but they do not need to see the awaiting response status. Is this at all possible?
Hey Jason,
I double checked on my end and it doesn't look like there's a way to hide the system status at all within the customer portal. You'll most likely need to get creative with some Javascript on your end to get hide this field.
While we're not able to assist with any sort of custom coding, we do have some great documentation that could prove useful:
Let us know if you have any other questions.
Cheers!
Thanks for the quick response Brett. I guess I will dig through JavaScript, it's adventure time.
Happy to help Jason!
So I ended up with some JavaScript to eliminate the options in the drop down menu, but I came across another question. Is it possible to modify the search function to only search certain groups for tickets associated with end users/organizations? This is something I really need to figure out due to the different ways my groups use their queue's and ticket statuses. I don't want the search to show tickets from groups that are not directly communicating with our end users. Below is the snippet of code I used to eliminate the search menu options. ( Any and Awaiting your reply) Any help/advice/push down the right path would be greatly appreciated.
//Element hide
var statusOne = document.getElementById("request-status-select");
statusOne.remove(0);
var statusTwo = document.getElementById("request-status-select");
statusTwo.remove(1);
Thanks,
Jason Fouchier
I think it's very strange that Zendesk translates the status field in the portal. A lot of our customers complain about this. Please stop the translation and just show the actual status. Our customers now always have to click on the ticket to see the actual status.
It's really frustrating for users that they can't tell which tickets are on hold and which are active. Why do you hide this value?
It is indeed something I'm missing here as well. It would be very good if the On-hold status can have a different text like " In progress" instead of marking it still as Open.
For us, we use the On-Hold when we are awaiting a reply from a 3rd party to solve the case. Now it looks like we did not reply to the ticket as open and on-hold tickets show the same status.
Ideally the solution would be that you can customize the naming/colors of the statuses to show on customer portal.
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