What are the customer portal ticket statuses?

Return to top


  • Tim G
    Zendesk Luminary

    Hi Team!

    Out of interest, is there any way to change this to set e.g. 'just mimic the status of the Support Ticket' ? We have some quite technical users / partners who use our portal, and they'd definitely benefit from being able to see the difference between on-hold and open for example. 


  • Josh
    Zendesk Customer Care
    Hi Tim!
    Thank you for messaging us. 
    Currently, help center cannot mimic the support ticket statuses due to system default. What I can suggest is to post this to our Product Feedback Page and specify your use-case as our product managers love to check this.
  • Dan Dascalescu

    I'm an engineer and I've sent a few bug reports to Notion.so, who uses Zendesk.

    Since my requests couldn't be solved, they were forwarded internally to the team. However, their Zendesk keeps sending me automated emails like this:

    It’s been a couple days since we’ve heard from you, so this is an automated message to remind you that we’re looking forward to your response on your ticket. If you don’t need any further help, you can reply to let us know and we’ll close the ticket. If we don’t hear back from you in 3 days, you’ll receive one more reminder. 

    But it's not me who needs to respond, it's them.

    How can they fix this?

  • Christine Diego
    Zendesk Customer Care
    Hi Dan,
    They should have set the ticket to on-hold status instead of pending to avoid sending those automated messages to users like you. You can check about different ticket status here.  

Please sign in to leave a comment.

Powered by Zendesk