Activating custom ticket statuses

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83 Comments

  • Josh

    This is a great feature. I am unable to see it though.

    Also, it would be great to have some examples in the "Zendesk on zendesk" series on how this helps for some examples.

    5
  • Sara Beaudet

    Echoing Josh's comment above. I'm super excited about the custom ticket statuses, but it isn't showing up on my account either.

     

    Edit: We haven't enabled Agent Workspaces which is likely why. It might be nice to throw that requirement in a callout for folks, I glanced over it without much thought

    1
  • Colleen Hall
    Zendesk Documentation Team

    Hi Sara Beaudet,

    Thank you for your feedback! That's a good point. I'll make the Agent Workspace requirement more visible at the beginning of the article.

    1
  • Martin Sachs

    This is indeed very exciting.  We are heavy users of the Jira integration and use the post function on the jira side to reopen Zendesk tickets when they transition to certain statuses in Jira.  I assume this uses the API.  Will this integration continue to work as expected once activated since I don't imagine the UI in Jira will NOT update to reflect categories vs status?

    Similar question for the Salesforce Integration.  ZD Tickets are sync'd to SFDC cases - will the new status vs categories be fields we can sync in that integration?

    0
  • Jacquelyn Redington

    Will there be enhancements to change the color of a ticket status? 

    We currently have 2 custom statuses "with light agent" and "response received".  I created a rule to have ticket status changed automatically when a comment is added by a light agent so that the full agent is aware that an update has been made. It would be nice to see if we could change the color of response received to something different. 

    3
  • Carey O'Neil

    Are we able to report on the time a ticket is in a custom status? For example, if we create two custom "Open" statuses of "Working" and "Unassigned," could we report specifically on how long a ticket sits in "Working"? Up until now, I believe we're only able to report on the ticket status category.

    4
  • Phil Gates

    Nice Feature. Thanks! 
    Question: I noticed activate and deactivate. Can you delete a custom status?

    0
  • Colleen Hall
    Zendesk Documentation Team

    Hi Carey O'Neil,

    You can report on custom ticket statuses now. Please see Metrics and attributes in Zendesk Support for more information.

    Hi Phil Gates,

    Custom statuses can't be deleted at this time. If you deactivate a custom status, it won't be available in the status picker and agents won't be able to use it. You can also edit a custom status and change its name, description, etc.

    Thank you both for your questions! I hope this helps!

    0
  • Daniel

    Colleen Hall can you provide an example of a report that shows custom statuses? the link you sent hasn't helped me unfortunately 

    0
  • Maxwell Hunter

    Is there a way to create custom ticket statuses that would only be visible for certain groups or forms? I could see the list of statuses to choose from becoming quite large as custom statuses are created for different scenarios/forms.

    16
  • Adam

    Is it possible to group views on Ticket Statuses?  I can only see a way to group by status category which means we cannot build views based on the new custom status where we want to group tickets based on these new custom statuses...

    2
  • Colleen Hall
    Zendesk Documentation Team

    Hi Daniel,

    Yes, we do have an example of a report that show's custom ticket statuses in the Explore Recipe: Creating KPIs for tickets by status.

    For other reporting questions, such as reporting on custom ticket status duration, please note that this isn't possible at this time; however, you can add your feedback in the Explore community. Our product managers review suggestions submitted in this forum for consideration in our future updates!

    0
  • Colleen Hall
    Zendesk Documentation Team

    Hi Adam,

    You can create views based on the Ticket status condition and select one or more ticket statuses:

    You can also create views with the Ticket: Hours since [custom status name] condition:

    Please see Creating views to manage ticket workflow for more information. I hope that helps!

    0
  • Adam

    Hi Colleen, thanks for your reply. I was aware of creating views based on this, but what I was specifically asking about was being able to group an existing view by the custom status. As far as I can tell, this hasn’t been added, and we only have the option to group by status category…

    1
  • Alexus L. Gammage

    Max Hunter brings up a good point. We have several tiers in our company and it would be useful to give each group their own set of statuses due to each group having different task to complete.

    7
  • Colleen Hall
    Zendesk Documentation Team

    Hi Adam,

    I apologize, I definitely misunderstood your question! Our product team is looking into this so I've opened a ticket on your behalf in the meantime until we have an answer.

    0
  • Adam

    Thanks Colleen Hall I see the ticket and will await their response.  Seems like an obvious omission considering you can group on any custom field you like...

    0
  • Jacob Hill

    Can we limit the statuses to specific ticket forms? This would help me build out a change request process. The other ticket forms don't need to see the "Pending Approval" status for example.

    The next step here is allowing us to build a workflow for these ticket statuses and forms! :D Can't wait to see what happens next, thank you!

    10
  • Adam

    Couldn’t agree more about being able to link custom statuses to specific forms. Would be a game changer for our use case as well…

    4
  • Jacob Hill

    When will we be able to reorder the statuses that we have created?

    1
  • Testing Only

    Hello! 

    Great feature, but it'd be absolutely amazing to be able to change the color of the label seen in the agent workspace. It's pretty confusing to have the same color as an already existing ticket status.

    If possible to be kept up to date on this specific request, that'd be lovely. Thanks!

    3
  • Dane
    Zendesk Engineering
    Hi Team, 

    Thank you for providing feedbacks and recommendation. This will definitely be looked into by our Product Managers for roadmap planning.

    Hi Jacob,

    The custom status is account wide and for all tickets.
    0
  • Adam

    Dane

    Just to give my feedback. To take this great new feature to the next level in my opinion the following would be amazing and I think all have been mentioned:

    • Ability to restrict custom status to certain forms
    • Ability to re-oder custom status
    • Ability to change colour of custom status

    This in addition to my previous comment about being able to group ticket views by status (and not status category) would provide an absolutely amazing ability to customise our solution for our agents and customers.

    Thanks for listening and delivering great new features!

    11
  • Lisa Grant

    I am also unable to see this new feature. We are on the Professional plan so not sure why I don't see the ability to enable.

    0
  • Dane
    Zendesk Engineering
    Hi Lisa,

    You need to enable Agent Workspace for the option to appear. I took the liberty of checking your account and AW is currently disabled.
    0
  • Shu Anne Tio

    hi, after activating custom statuses we are no longer able to see if a ticket is Closed.

    All solved tickets are shown as Solved, regardless if the ticket can be reopened or not.

    Is there a way around this?

    *we do not want our agents to be able to select the status as Closed, but we want to be able to see if a ticket can still be reopened

    2
  • Dane
    Zendesk Engineering
    Hi Shu Anne Tio,

    This is currently the expected behavior. As a workaround, you can create a view where it will show Solved tickets that is not yet closed. One of our Product Managers also provided  a good explanation on this current behavior. They are also looking for different ways to differentiate such statuses.
     

    With CTS, you can now add many statuses in the solved category. e.g. 'Resolved', 'Auto solved', 'Customer Closed' etc. If these tickets have a Closed status only, you would lose context of why or how a ticket was solved. For better information in views and for better reporting in explore we are currently retaining the last Solved Ticket Status when a ticket is closed. We are looking at a better way to differentiate between tickets that can be edited vs tickets that cannot be edited anymore. 

    If you do wish to see these tickets separately in a view, you can always group by status category and all tickets that are in the Closed status category will show up together. 

    We are looking to gather more feedback specifically about this change in the EAP. Please share your comments on how this change would impact your experience. 
    1
  • Richard Bailey

    I agree that this system would be more useful if we could limit it to either certain brands, groups so the list of conditions could be tailored to different workflows without becoming too large. Maybe consider using the same nesting programming that already exists for macros, articles, etc...

    7
  • Shu Anne Tio

    hi Dane Thanks for the reply. I'm not able to access that link. Possible to share more info here?

    0
  • Michael Ciraco

    Features we need to be able to implement this.  We are a LARGE enterprise, and have been waiting for this flexibility for many years and appreciate the movement forward, but it has gaps preventing reasonable implementation.  

    - custom ticket statuses must be able to be tied to forms, roles, groups, and or custom field we use called "brand field" so custom statuses only appear on certain forms or based on this custom field.  Preferable all of the above.  Having users have to select from a list as long as we would use to eliminate more than 100+ automations and triggers that use custom tags to simulate what we were missing to this point is not viable.  
    - triggers and automations that can use "less or equal" like functions on status checks within a status category.  Better yet, let us rearrange all statuses to our desire in a priority order.  
    - remove the requirement for use of agent workspace.  Though we'd like to get there, our org is so complex this would take substantial effort and retraining of thousands of staff and adjustments to countless integrations.  
    - allow us to set an icon and ticket color unique to each status.  even if it was just 3 characters it would be sufficient.  
    - return the status of closed, preserving the last status of solved as indicated above, or, allow custom solved statuses we can use automations to set specifically.  

    17

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