Activating custom ticket statuses

Return to top

83 Comments

  • Bobby Koch
    Zendesk Luminary

    Lorenzo you can use them in macros, i do use it everyday. 

    0
  • Bobby Koch
    Zendesk Luminary

    We really need a progress update on workflow based custom statuses. It's really sloppy for larger organizations that have multiple, unique teams using Zendesk. We are losing promoters of zendesk internally, and this is one of the many pain points. 

    1
  • Alex M

    Is there a max number of custom statuses that can be set? Also curious if there is any plans on implementing the ability to delete custom statuses in the future or if that needs to be a request? Thanks for the information.

    0
  • Joyce
    Zendesk Customer Care
    Hello Alex,
     
    You can have up to 100 custom ticket statuses, but we recommend that you limit the number of active ticket statuses in your account to keep things manageable.
     
    In regard to the custom status deletion option, our Product Team is looking for this feature to be implemented later in Q4.
    1
  • Bobby Koch
    Zendesk Luminary

    is there any update for when it will be possible to split statuses by workflow?

    0
  • Oanh Chau

    Hi,

    May I custom statuses for a specific group?

    0
  • Paolo
    Zendesk Engineering
    Hi Oanh,
     
    Are you referring to enabling the custom ticket statuses for a specific group only? If the answer is yes, unfortunately, this is not possible at the moment. When you enable custom ticket statuses, this will be activated for the whole account.
     
    Best,
    Paolo | Technical Support Engineer | Zendesk
    0
  • Alex N

    is there a way to create a report that shows the full resolution time of (solved)tickets over a selected time-period, and the time these tickets were assigned to another group? I've created a custom status "waiting for group" and assigned it to the "open category". Ideally, it would show the full resolution time, and the time the other group spent on the ticket, next to it. 

    0
  • Carlos I

    Our team has just started using this feature as of this week, and so far it's really nice! 

    It would be even more helpful if trigger actions could modify to a custom ticket status as well instead of just to Status Category. 

    Alternatively, it would be nice to have custom Status Categories that exist greater than New and less than Solved, especially with customizable colors and traits. 

    Thank you, devs!

    1
  • Colleen Hall
    Zendesk Documentation Team

    Hi Carlos I,

    I'm glad to hear that you're liking the feature so far! Thank you for sharing your feedback. If you'd like, you can share suggestions in our Product Feedback discussion. Product managers regularly review posts in this forum for consideration in our future updates!

    Regarding trigger actions, it's possible to modify to a custom ticket status. Please see the Trigger conditions and actions reference article for more information. Thank you!

    2
  • Carlos I

    Colleen Hall 

    *facepalm*, I don't know how I missed that before! Thanks so much for sharing, that's a game-changer for us! 

    1
  • AJ Sneed

    Is there a way to reorder the statuses? Sorry if its already been asked but I didn't see it. 

    0
  • Colleen Hall
    Zendesk Documentation Team

    Hi AJ Sneed,

    It's not possible to reorder the ticket statuses at this time. If you'd like, you can share your feedback in our Product Feedback discussion. Product managers regularly review suggestions submitted in this forum for consideration in our future updates!

    0
  • Mark Fly
    Zendesk Luminary

    Hello,

     While Custom status is a great newer feature. It seems to have lacked a lot of forethought based on all the comments I needed to read to see if my initial question was answered, which is, can I add Custom Status to a view? Which, if I am not mistaken is a big resounding NO. Please correct me if I am wrong and high five me if I am right as i diligently read the entire article to see if I could get my answer...

    0
  • bianca bezerra

    É possível fazer uma condicional, por exemplo, deixar alguns status personalizados para um grupo de agentes e outros status para outro grupo?

    0
  • Joyce
    Zendesk Customer Care
    Hello Mark,
     
    Custom ticket status can be added as a column in your view. The column name Ticket status will show either the system status or custom status selected in the submit button in the ticket like in the image below:

     
     
    0
  • Joyce
    Zendesk Customer Care
    Olá Bianca,
     
    No momento, não é possível criar diferentes status personalizados por grupo. Todos os status personalizados criados na conta ficarão visíveis para uso de todos os agentes.
     
    Dei uma olhada e descobri que outros usuários estão discutindo necessidades semelhantes aqui:
    https://support.zendesk.com/hc/en-us/community/posts/5892776566682-Can-we-restrict-the-custom-ticket-status-basis-the-groups-role-
     
    Você pode votar positivamente na postagem original e adicionar seu caso de uso detalhado à conversa. Os tópicos com um alto nível de engajamento acabam sendo sinalizados para os gerentes de produto revisarem quando passam pelo planejamento do roadmap.
     
    0
  • Tommy

    Closed status should definitely be brought back. It is really inconvenient to see closed tickets as solved. 

    1
  • Sophie Blake

    Hi! This feature is excellent. However, I have a question. When my agents click to submit a ticket, the list is SO LONG now with all the custom statuses. Most of these are applied based on triggers and macros. Is it possible to hide these from the standard "submit" button? When submitting a ticket without using a macro, we usually need to see only PENDING or SOLVED. Thank you! 

    0
  • Mike DR
    Zendesk Customer Care
    Hi Sophie!
     
    The custom ticket statuses will always show in the ticket status list, the macro is the best way to auto set the correct status.
    0
  • bill cicchetti

    Sophie Blake  Im pretty sure there are plans to give users the ability to group these statuses so that you can restrict the access to individual statuses  based on a criteria (such as groups,roles).  When, I do not know.

    0
  • Sophie Blake

    Hi Mike-DR Thank you for the response! That is a bummer. As mentioned above, are there any plans to have these statuses hidden even like how we can currently group the macros so that we do not see the whole long list?

    0
  • Mike DR
    Zendesk Customer Care
    Hi Sophie!
     
    You're most welcome! As of now we don't have an ETA like Bill mentioned but we will keep you updated once it has been added to the road map.
    0

Please sign in to leave a comment.

Powered by Zendesk