What are the customer portal ticket statuses?

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8 Comments

  • Brett - Community Manager
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    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!

    1
  • Brett - Community Manager
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    Happy to help Jason!

    0
  • Jason Fouchier
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    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?

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  • Mateusz Toruński
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    Hi Eugene,

    Is there any possibility to customize the end-user facing statuses and/or support<=>helpcenter status mapping?

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  • Brett - Community Manager
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    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!

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  • Jason Fouchier
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    Thanks for the quick response Brett. I guess I will dig through JavaScript, it's adventure time.

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  • Robert Groenenberg
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    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.

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  • Jason Fouchier
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    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

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