When you activate custom ticket statuses, admins can create new, custom ticket statuses.
This article includes these sections:
Related articles:
Creating a custom ticket status
Admins can create custom ticket statuses.
To create a custom ticket status
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Ticket statuses.
- Click Create ticket status.
- Configure the basics for your new status.
For information about the options that appear on this page, see Configuration options for ticket statuses.
- Click Next.
- Add the status to one or more ticket forms:
- To add the status to all of your ticket forms, select All forms.
- Choose one or more ticket forms from the
Select where to add this ticket status
drop-down.
Learn more about adding ticket statuses to your forms.
- Click Create ticket status.
For information about making changes to a ticket status after you saved it, see Editing ticket statuses.
Configuration options for custom ticket statuses
You can configure these options when you create or edit a ticket status:
Options | Description |
---|---|
Category |
Specifies which status category (New, Open, Pending, On hold, Solved) the ticket status is assigned to. You cannot assign a ticket status to the New or Closed status categories. Category is editable only when you’re creating a new ticket status. Make sure you assign the new ticket status to the correct status category. Once you save your changes, you can’t move it to a different status category.
Note: The On hold status category only
appears if the On-hold
status is activated.
|
Name (agent view) |
Specifies the name of the ticket status that agents see. There’s a 48 characters limit for ticket status names. Ticket status names that are 35 characters or longer are truncated. For example, on the Submit button, in the status picker, on ticket tabs, and in the Status column of a view. To translate the custom ticket status name to
different languages, you can enter a dynamic content
placeholder. For example,
|
Description (agent view) |
Description that agents see for the ticket status. |
Show end users a different view |
Select this option if you want end users to see a different name or description. Otherwise, agents and end users will see the same name and description. |
Name (end user view) |
Specifies the name of the ticket status that only end users see. Available only when Show end users a different view is selected. |
Description (end user view) |
Description of the ticket status name that end users see. Available only when Show end users a different view is selected. |
Set as active |
Activates the ticket status. See Activating and deactivating a ticket status. |
37 comments
[VI] Sascha Hinkel
Hello, are more configuration options for the custom ticket statuses planned? As we are using multiple Brands, we would like to provide certain Ticket status, only to certain Brands.
23
Matt Savage
I Agree with Sascha above - different brands, groups, products, workflows, etc. would benefit from specific statuses. I would like to configure this as part of customizing agent workspaces.
13
Jonathan Fauchon
We also could use more configuration depending of what type of tickets we have, for instance, different statuses between a problem ticket and an Incident.
5
Jason Brown
We would also like to control what custom statuses are based on form.We have several forms because different tickets may have different life cycles.
If we can control what custom statuses are available per form this would allow us to use this feature.
5
Alastair Pashby
I would also like custom statuses by brand. Is the maximum amount of custom statuses five?
3
Ryan Boyer
Like others have mentioned above, we would like the ability to restrict custom statuses to certain groups/forms. In our instance, we serve a wide variety of use cases, and different groups have different statuses/workflows/ By enabling the ability to restrict statuses by group/form, it would help these teams with their unique workflows.
4
AJ Sneed
Putting in our request for an update for breakdown by brand or group. It would be beneficial to limit who could see what statuses. Its allow us to better track what dept we are waiting on quickly and we would use more if we could limit the amount showing to dig through.
4
Shayan Moussawi
I agree with the people before.
As part of customized agent workspaces we should be able to set up individual Ticket Statuses that apply and are available for the agents / groups / brands
3
Viktor
Agree with all above. This is a great feature but not possible to use if it's implemented on all groups / Agents in Zendesk.
We need to be able to set specific Custom statuses for specific groups.
3
Wayne Kamiya
Agree with previous user comments. We need to apply the custom statuses at least to our different brands, but ideally to groups as well.
2
Dawn Griffin
How do I delete a status that is no longer required?
0
Colleen Hall
Hi Dawn Griffin, custom statuses can't be deleted currently. You can deactivate statuses that are no longer required though. Please see Activating and deactivating a ticket status.
0
Lisa Pacheco
Is there a way to reorder the Ticket Status within the Status Category? For example, we added a new Ticket Status under the Solved Status Category and it is now listed as the last option when Submit as. We would like the default Solved Ticket Status to show last.
2
Carmelo Rigatuso
Adding my plus 1 for status by brand, form, and group. If I were to cater to the requests for all my teams, I would need a long list of statuses, but only a fraction would be applicable to each team.
Another useful, but not critical, feature would be to have the statuses nested, live we can for macros and drop-down fields. Open::something1, Open::something2, etc.
2
Colleen Hall
Hi Lisa Pacheco,
It's not possible to reorder the ticket statuses in a status category 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!
1
Colleen Hall
Hi Carmelo Rigatuso,
Thank you for sharing your feedback! We're working on an enhancement for workflow based statuses that restrict these ticket statuses to specific forms/groups. Please see this comment from our product manager for more information.
2
Sandra Campbell
hello,
despite what is says above I can't seem to change the end user description for the "Pending" status (I have custom statuses turned on). Have modified the description on the "Edit ticket status" screen to "Awaiting Memjet reply" however the original description is still displayed (Awaiting your reply) on the Ticket statuses screen and to the end user. See screenshots below. Am I doing something wrong?
thanks, Sandra
0
Paolo
I've created a ticket on your behalf to discuss this further. We'll get in touch shortly. Thank you!
Best,
Paolo | Technical Support Engineer | Zendesk
0
Sydney Neubauer
+1 to restrict statuses to forms/brands/groups
+1 to being able to reorder the statuses
+1 I don't see this listed but being able to set an abbreviation for the status on a view. If you have a 35 letter status, I do not want the entire 35 letters shown on the view (before custom statuses it was an N, O, P, H, S, C)
+1 I would also like to have a definite visual difference in Closed vrs Solved - right now they are both under the Solved Category which is shown in the views. The only difference is a little icon beside the SUBJECT line to determine it is closed.
5
Pratyush Kapadia
Hi Paolo, Colleen Hall, Gaurav Parbat
Just wanted to know, if there is any update on the Different Brands having Different Ticket Statuses. I saw the comment back in March and was wondering, if Zendesk ever ended up improving this issue. Please let us know. Ty!!
1
Bobby Koch
We need an update on the above. Its been almost a year and this is still a limited feature in any enterprise org.
1
Bobby Koch
what is the max number of custom statuses we can have?
0
Colleen Hall
Hi Bobby Koch , your account can include up to 100 custom ticket statuses. Please see Managing ticket statuses for more information.
0
Alexander Münch
Hello Colleen Hall Zendesk Devs
Maybe you can give an Update to the Post from Sydney Neubauer ?
https://support.zendesk.com/hc/en-us/articles/4412575861018/comments/6336036484122
We also highly would like to get an Update on this. We also have Multiple Brands und wouldlike to manage the custom statues across Brands/Groups/Teams/Accounts.
0
Becky Hill
Hello
I have created 2 new custom status under on hold, but need to remove the actual on hold. What is the best practice?
0
Bobby Koch
Becky Hill you can't do that unfortunately. I would change the name of the hold to whatever your first option is, but know that that will still be default for “hold” across all ticket forms, and you wont be able to remove it
0
Permanently deleted user
How can we move/change these custom satuses (from On-hold Based), to Open Based?
0
Colleen Hall
Hi @... , it's not possible to move an existing ticket status to another status category. Please see Editing ticket statuses for more information.
0
Mark Nino Valencia
Can we also use this as a grouping value in a Zendesk view? Where can I add this as product feedback?
0
Colleen Hall
Hi Mark Nino Valencia , you can currently use status category to group your views. If you'd like, you can add your feedback to our community forum.
0