I want to add additional ticket statuses or rename current statuses, for submitting tickets. Is it possible to edit the system status field to add these custom statuses?
It is not possible to edit the system status fields, however, you can create custom ticket statuses. For more information, see the article: Activating custom ticket statuses.
Tip: Consider adding the On-hold ticket status to Zendesk Support to give you another level of detail to more accurately track who currently has responsibility for a ticket.
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.
Any update on this? When will the custom statuses be implemented?
Any updates on adding custom statuses?
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.
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
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.
Hi @...! 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.
We had some posts inadvertently removed (including the one I linked to above), and we're working on restoring them. Thanks for your feedback!
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 ^:
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.
Ticketing Product Manager
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??
its been 3 months since the last post from a Product Manager - what is the status for customized ticket statuses?
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.
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?
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!
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
Ticketing Product Manager
When do you expect this feature to be a offcial rollout?
Multiple employees from our company have signed up for the EAP and have yet to be contacted... this is very urgent need for us.
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?
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.
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!
The custom statues are great! Is there any ETA on when they will be available to be used in Explore filters? Currently, when I filter on Ticket Status, I am only presented with the generic options.
We are now in an Open EAP for Custom Ticket Statuses. Any customer on the new Agent Workspace can participate in the EAP. You can enable custom ticket statuses from your Admin Center and use this feature in both your production and sandbox accounts. This EAP is available on all plan types and doesn’t require you to sign up to participate. Please read this announcement for more details.
I've setup a number of custom on-hold statuses, can I use explore to generate reports on each status?
Custom ticket statuses are now available for Explore. Please see this post for more information. I hope this helps. Thank you!
When a customer comments on an issue, it defaults back to Open. Is there any way to default to my new "In Progress" custom status? Internally, there is a distinction between the two and they have different triggers associated with them. I have to manually switch to In Progress every time a customer comments which is not ideal.
Do we have an ETA on when these will be available in reports? They work great in views but they are still not available in Explorer
It appears the custom status show on the reports. However, I can I get them to display on the main requests page? If I go into the ticket itself it shows correctly. We have an out of the box field for Pending that works find but for the custom one it doesn't show the value. Below is the example of the out of the box one for Pending. The second screenshot is for the one I added called update received
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