Zendesk supports a set of standard ticket statuses which are used to help you manage your ticket workflows. Activate custom ticket statuses to create additional, more-specific ticket statuses.
Make sure you understand how activating custom ticket statuses affects other features in your account, such as your business rules and the agent experience.
This article includes these sections:
- Activating and deactivating custom ticket statuses
- Understanding how custom ticket statuses impact your account
- Understanding how custom ticket statuses impact the agent experience
Related articles:
Activating and deactivating custom ticket statuses
You must be an admin to activate or deactivate custom ticket statuses.
To activate custom ticket statuses
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Ticket statuses.
- Click Activate custom ticket statuses.
You may want to review your triggers, automations, macros, and views based on standard ticket statuses and make sure you’re happy with how they were automatically updated.
Now, you're ready to create custom ticket statuses (see Creating custom ticket statuses).
To deactivate custom ticket statuses
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
- In the Customize Ticket Statuses section, deselect Turn on.
- Click Save tab.
- Review your triggers, automations, macros, and views
based on ticket statuses.
You may need to make some adjustments. For example, any instances of the Status category and Ticket status condition in your triggers will be automatically converted to the Status condition.
Understanding how custom ticket statuses impact your account
Zendesk supports a set of standard ticket statuses which are used to help you manage your ticket workflows. These standard ticket statuses are used in your default triggers and other automations that are based on status changes in a ticket.
When you activate custom ticket statuses, the existing standard ticket statuses — New, Open, Pending, On-hold (if activated), Solved, and Closed — become status categories.
A status category is a logical group of similar ticket statuses; it includes at least one default ticket status and can contain multiple ticket statuses.
Status categories, and the initial default ticket statuses inside of each status category, are named after the standard ticket statuses. The example below shows your initial default ticket statuses organized into their respective status categories:
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Custom ticket statuses are created within these status categories. For example, you could create a custom ticket status in the Open category that describe why a ticket is open, such as Open - New customer or Open - Existing customer:
You can change the default ticket status of a status category, if needed. Every ticket status, including both standard and custom ticket statuses, belongs to a status category. You can’t create or edit status categories, and you can’t move ticket statuses from one status category to another.
The status category you use to create a new ticket status controls the state of the ticket and is dependent on the system ticket rules. All ticket statuses, including both standard and custom statuses, are dependent on these rules.
When you activate or deactivate custom ticket statuses, the status of your tickets are automatically updated based on status categories. For example, if you created a custom ticket status called Open Investigating in the Open status category, assigned it to several tickets, but then deactivated custom ticket statuses, the status of all those tickets is changed to Open.
How custom ticket statuses impact existing business rules
When you activate custom ticket statuses, the ticket status conditions and actions in your existing triggers, automations, macros, and views are automatically updated from Ticket: Status to Ticket: Status Category. The Ticket: Status Category condition and action uses the default ticket status of the status category, where applicable.
In the example below, the default automation "Close ticket 4 days after status is set to solved", contains the condition "Ticket: Hours since solved" and action "Ticket: Status Closed":
After you activate custom ticket statuses, the automation is updated to the condition "Ticket: Hours since status category solved" and action "Ticket: Status category closed":
It's recommended to review your existing triggers and other business rules after activating custom ticket statuses. Edit the "Ticket: Status Category" condition or action to "Ticket: Ticket status" as needed.
Understanding how custom ticket statuses impact the agent experience
When you activate custom ticket statuses, you and your agents will see a variety of changes to other features, including:
- Selecting a status from the status picker in the ticket interface
- The appearance of ticket statuses in views
- Searching for tickets based on ticket statuses
- Tickets in the "Closed" state retain the solved status (see About closed tickets solved with a custom ticket status)
- Tickets in the “Closed” state appear in search results if your search terms are included in their subject line or comments. See Searching Zendesk Support data.
88 comments
Bobby Koch
Lorenzo you can use them in macros, i do use it everyday.
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Bobby Koch
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.
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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.
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Joyce
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.
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Bobby Koch
is there any update for when it will be possible to split statuses by workflow?
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Oanh Chau
Hi,
May I custom statuses for a specific group?
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Paolo
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
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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.
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Carlos Isais
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!
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Colleen Hall
Hi Carlos Isais,
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 Isais
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.
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Colleen Hall
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!
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Mark Fly
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...
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bianca bezerra
É possível fazer uma condicional, por exemplo, deixar alguns status personalizados para um grupo de agentes e outros status para outro grupo?
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Joyce
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:
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Joyce
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.
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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!
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Mike DR
The custom ticket statuses will always show in the ticket status list, the macro is the best way to auto set the correct status.
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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.
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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?
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Mike DR
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.
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Jake Warren
Is it expected to not be able to group by Ticket Status in views after activating this? It seems you can only group by status category?
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Christine Diego
When you activate custom ticket statuses, the ticket status conditions and actions in your existing triggers, automations, macros, and views are automatically updated from Ticket: Status to Ticket: Status Category. The Ticket: Status Category condition and action uses the default ticket status of the status category, where applicable.
1
Scott Burnham
This feature turned itself ON, without actually being activated…
HOW DO I MAKE IT STOP!!! THIS FEATURE IS TRASH!
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Sam
Is there an ability to change custom ticket status Colors?
I am curious to know if Accessibility considerations were made with the color choices and gradations, as I've gotten reports that the white font on the yellow color (within the ticket agent view) is not legible to some users.
There should be a straightforward way for admins to edit the colors at the level of the Status Categories if custom statuses are enabled, otherwise Status configuration.
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Jennifer Morris
We are a large international organization using Zendesk across multiple countries and groups. We have to have additional features with the Custom Status to include: Multiple color options, the ability to rearrange the statuses by form and show the status instead of the status category in outbound email communications, and the customer help center form.
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