Question
I want to add additional ticket statuses for submitting tickets. Is it possible?
Answer
Yes, it is possible to add custom ticket statuses. If you want to activate this feature, see the article: Activating custom ticket statuses.
However, you can't edit or customize system ticket statuses. These are standard and they can't be altered.
If you want to add an extra level of details, consider adding the On-hold ticket status to Zendesk Support.
38 comments
Amie Brennan
hey @...,
This article def needs updating. Custom Statuses are now available in Zendesk. :)
0
John DiGregorio
Amie Brennan have you been able to get them to work on the requests page on the community? If so, can you please share how as they are not displaying under Edge or Chrome
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Amie Brennan
Hey John DiGregorio,
Yep they sure are working. Quick screenshot below showing my custom "Waiting for approval" custom status showing for end-users.
You just need to make sure you enable the custom status to be visible to end-users when you create it.
If you're having issues with Chrome or Edge still, reach out to ZD Support as there may be a deeper issue happening for you.
Best,
Amie
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John DiGregorio
Amie Brennan thanks for the screen shots.. It appears you are still using the old requests page, which doesn't have the new filter options - We have had problems with this page in the past and it appears to be the same type of issue. Out of curiosity, can you filter on the statuses you created. I would really like this to work with the new requests layout below
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John DiGregorio
Gabriel Manlapig - These do not work with the new requests list page. When reverting back to the old page the new status shows up. However, you can't use them on the default filter. So in general this is not working on customer facing pages
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John DiGregorio
Hello Gabriel Manlapig when will these be available on the out of the box and custom Requests_List pages? On the custom page they don't display at all and on the out of box requests page the new value appears in the view results but not in the filter.
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Raymond Penalosa
I created a custom Ticket Status but can only create it under a predefined category.
Seems to work well enough. Here's a problem and maybe it's just me. When I created this custom status (On-order) under the predefined system status Open, I cannot predefine the status ID which can be hard to search even though the Filters box shows On-order status.
Second problem, when working on a custom report in Guide/Dashboard, the custom Ticket Status is not available for reporting.
Has anyone encountered/experienced this? Any work arounds or resolutions to this?
0
Aaron Doane
Raymond Penalosa I believe the Support - Backlog History data set has yet to have the custom ticket statuses added to it. Custom ticket statuses can be used in the Support - Tickets data set, but I've found it's not available everywhere.
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