Zendesk supports a set of system ticket statuses which are used to help you manage your ticket workflows. Activate custom ticket statuses to create additional, more-specific ticket statuses.
Custom ticket statuses can help manage your ticket workflows, as well as indicate a more meaningful ticket status to your business and end users. Additionally, you can use custom ticket status attributes in your reporting (see Metrics and attributes for Zendesk Support).
Activating custom ticket statuses affects other features in your account. Make sure you understand how activating custom ticket statuses impacts your account, 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
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 system 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 system ticket statuses which are used to help you manage your ticket workflows. These system 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 system 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 system ticket statuses. The example below shows your initial default ticket statuses organized into their respective status categories:
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 system 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 system 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":
Once you activate custom ticket statuses, the automation is updated to the condition "Ticket: Hours since status category solved" and action "Ticket: Status category closed":
After you've activated custom ticket statuses, you can review your existing triggers and other business rules. 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 Solving a ticket with a custom 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.
Hi Dane, we also need to differentiate between Solved and Closed tickets. Just tagging you to make sure I'm in the loop. Can you keep me updated on this?
Also, I think having different ticket statuses for different groups of agents is a good idea.
So this would be great, but as it replaces the search bar with: sort:desc custom_status_id:4242552 custom_status_id:4242572
Instead of actual human identifiable words, it's a big N O P E for us.
is it possible to make the status move to draw more attention to it, for example I want ticket stus NEW to shake or bounce
Scott Burnham: Where are you seeing the custom statuses showing as the field ids?
Can you confirm whether these custom statuses still can't be used in Explore to determine the duration a ticket has been in this particular custom state?
I don't see yet anywhere the caveat that once you have implemented Custom Ticket Statuses, you lose views based on them when you create a sandbox. It seems that support thinks this should be obvious because Agent Workspaces are NOT turned on by default in a sandbox so that when I opened a ticket on this I was sent here.
Strikes me that having to recreate views manually is an oversight.
We loved the idea, but since it is not possible to restrict to specific groups within our organization, it is sadly 100% useless.
We would love the possibility to :
- Assign custom statuses to specific groups only.
- Customize the colors of statuses
Would it be a near future possibility, or should we not expect further improvement?
Does anyone know how to include custom statuses in automations and triggers?
Only the main statuses are visible. But we want to build automations for different on hold statuses we built, to make sure we have a different approach per status.
Should look for a Ticket status - not Status Category.
I like the idea of these, but we won't be implementing them for now. The biggest thing I am missing is the ability to customise form conditions based on these custom statuses.
We currently do this manually with a "stage" drop-down field, that we then map triggers & form conditions to.
i have just activated CTS and I noticed that once a ticket is closed, there's no longer the option to "create followup ticket" like we had prior to activating CTS.
I get that Closed tickets now is shown as "Solved" in the View bucket with a new icon shown, however we have now lost ability to followup on a closed ticket when needed.
Was this intended or am I missing a setting when I activated CTS?
Adding on to the above, perhaps it may be a cache issue.
1. i activated CTS yesterday and this morning, i noticed all my closed tickets did not show the option for creating a followup ticket.
2. somehow, when i was chatting with your support, I refreshed the page again, and voila, the followup option appeared
Being able to set the color for statuses would be cool. Any plans for this?
Thanks Timothy, this solved it for me!
This feature is a big step forward, but is not possible to use for us because we cannot tie a status to a form or group. Different teams have different functions and thus different status requirements. Expecting agents to sort through a list of statuses irrelevant to their task is asking for input errors. Additionally if workflow rules require a certain status to be applied, we don't want to see them kicked off accidentally if a user selects a status not relevant to their ticket type.
Thank for your input. We are working on an enhancement Workflow based statuses that restrict these ticket statuses to specific forms/groups.
For all, if you can share your use cases in this survey, it will help us expedite this enhancement.
Thanks Gaurav Parbat for coming back and sharing that update! I've submitted my responses to the form, excited to see what improvements the future holds.
since enabling CTS, we wanted to automate ticket status whenever a customer replies on the ticket (email/messenger/social media)
I tried with this condition to set ticket status = OPEN , however, we noticed when we initiate the ticket (sending an email out), after some time, the ticket automatically changes to OPEN without any customer response.
Any idea how we can achieve to set a CTS condition where the ticket changes to OPEN once we get an update from customer (not internal user)
Hello Colleen Hall Dane,
my question (which I think has already been made) is about being able to apply custom ticket statuses to a certain team/group with the same organisation.
We have several teams under our organisation but we want to be able to apply the custom ticket statuses and their respective automations just to one group.
Is this something you have in planning?
If so, is there an ETA?
Thank you in advance,
I'm giving my vote also to make custom statuses for different groups. I can't use the custom status now as it would be shown for all agents which I do not prefer.
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