Can I add custom ticket statuses?

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23 Comments

  • Sondre

    +1 

    Using ticket fields to report on this results in a workflow more complex than needed, having to juggle between two different methods of using ticket status just does not work well in practice.

    3
  • Roman M

    Any update on this? When will the custom statuses be implemented?

    3
  • Paul Webber

    Any updates on adding custom statuses?

    1
  • Alan Ford

    This is becoming more and more important for us. Principally we need to differentiate between different kinds of pending: in particular, "waiting on customer" and "waiting on engineering" and "waiting on release". But that may not be enough, so custom would be preferable.

    3
  • Nicole Saunders
    Zendesk Community Manager

    Hi all - 

    This feature remains planned, and the product manager has let us know that they expect to offer a beta later this summer. We can't share a specific timeline or ETA for delivery, but it is currently being worked on. 

    Here is the official feedback thread for this feature, which is where the PM will provide updates and announce the beta when it's available: Customize Status Field Values

    1
  • Michele Shauck

    Agreed, particularly our clients are wanting a status of ready to deploy instead of open or on hold. This allows the clients to not have to shift through their open tickets to find out the next steps they need to take or locate the tickets that are scheduled for a PRD push.

    2
  • Dave Dyson
    Zendesk Community Manager
    Thanks Michele, would you mind adding this use-case information to the Customize Status Field Values, and upvoting that post?
     
    1
  • Maria Pineiro

    Hi Dave Dyson! The link that you referenced where we could vote for the Customize Status Field Values, does not exist anymore. 
    This is very basic functionality and having tickets "On hold" or "Pending" nothing affects our relationship with clients. I understand they cannot be modified but at least there should be a functionality to hide them and use custom ones. 
    Thanks!

    1
  • Dave Dyson
    Zendesk Community Manager

    Hi Maria,

    We had some posts inadvertently removed (including the one I linked to above), and we're working on restoring them. Thanks for your feedback!

    0
  • Kia Sanders

    Is there any update on this? To add to the use cases, I lead an IT team. We get onboardings weeks or months in advance, and I'd like a custom status to separate those from Pending and On Hold. They don't need their own queue, they just need to be put on the back burner in some significant way, while still remaining visible next to the IT team's other tasks, so we can manage staffing and inventory, etc in daily standups. 
    We currently use Pending to mean: this is Pending a user response, and we should check back in if we don't hear from them in x amount of time. 
    We use On Hold to mean: This is pending a response from a vendor, a third-party, etc and we don't expect to hear back for a while. It doesn't need to be monitored daily, like the other tickets, but we still need to keep a conversation moving towards an end resolution. 
    Having an Onboarding status would allow us to structure the workflow more effectively. An agent could come in to work, "Play" through the open tickets to take care of new, open, pending, etc; with a logical flow that leads them from most, to least pressing. 

    I'd also change the name of the "Open" status as it can be confusing. To us a ticket is Open until it's Solved. I'd rather break things out in the way Alan described ^:

    • Pending User
    • Pending Agent 
    • Pending Vendor
    2
  • Gaurav Parbat
    Zendesk Product Manager

    Hi All,

    We are actively working on adding the ability to customize your ticket statuses. We are currently working towards a very small closed EAP this quarter and will open up the EAP to a larger audience in the next 3-4 months. In the meantime please do sign up with the following survey. https://forms.gle/hykviVsNwLWzqAPM6  This list also helps us plan our EAP programs.

    Thanks,

    Gaurav Parbat,

    Ticketing Product Manager

    -1
  • Rich K. Pedersen

    Boy, this REALLY seems like such an easy option to make available. There are requests for this that go back over 10 years... What is the hold up??

    1
  • Mark Anderson

    its been 3 months since the last post from a Product Manager -  what is the status for customized ticket statuses? 

    0
  • Jonathan Milne

    This is a really useful feature.. often we have tickets that go on-hold for different reasons. Being able to have additional statuses would allow the ability to set triggers and rules for them more appropriately. 

    0
  • Derek Hixon

    Just filled out google form from 6 months ago, but it's now over a year ago this thread said this was being planned? What's the story here?

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Derek,

    Looks like we have an early access program related tot his functionality that you may want to take a look at: What is Agent Status?
     
    If this EAP is something you'd like to participate in you'll want to take a look at this post and sign up: How do I sign up for the agent statuses EAP?
     
    I hope this helps!
    0
  • Gaurav Parbat
    Zendesk Product Manager

    Hello Everyone!

    I am excited to announce that Custom Ticket Statuses will be in a Limited Closed EAP starting mid-June, 2022 in production instances. We are looking for a small group of up to 200 customers to participate and provide feedback on the feature. We are also planning a larger Open EAP in the next two months and a GA right after. 

    If you wish to participate in the EAP, please sign up using the following link. CTS Closed EAP Signup

    There are certain criteria for this EAP

    • Participants must be on the new Agent Workspace
    • Participants must know and accept that not all features will work with custom statuses during the EAP
    • Participants may be willing to provide feedback on their experience

     

    Thanks,

    Gaurav Parbat,

    Ticketing Product Manager

    0
  • Jysk IT en del af Sagro I/S

    When do you expect this feature to be a offcial rollout?

    0
  • Jarad Garlesky

    Multiple employees from our company have signed up for the EAP and have yet to be contacted... this is very urgent need for us. 

    1
  • Rich K. Pedersen

    Same.

    0
  • Brett Bowser
    Zendesk Community Manager

    Jarad Garlesky it looks like your account isn't on Agent Workspace which is why you haven't been added to this EAP. You'll want to look at the criteria for joining the EAP here: https://support.zendesk.com/hc/en-us/articles/4408883525786?page=1#comment_4667308521882

    Rich K. Pedersen we couldn't find you listed on our sign-up list. Can you confirm you signed up for the EAP via this form?

    0
  • Jarad Garlesky

    Thanks Brett, 

    we found the option to enable "Agent Workspace", but all of our comments in a ticket are in chronological reverse than they used to be... is there any setting to switch that?   we do not want to have to scroll the whole way to the bottom of a ticket each time we want to see the most recent comment. 

     

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Jarad,

    There's no way to change this functionality at this time so I would recommend sharing your feedback on the following post: Change the order of the comments as an agent when viewing a ticket
     
    We also did release a new update for Agent Workspace that will automatically open the ticket at the top of the latest message. More information here: Need feedback on the release of "Open at the top of the latest message" in Agent Workspace
     
    I hope this helps!
    0

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