Creating custom ticket statuses

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Quick Look: Admin Center > Objects and rules > Tickets > Ticket statuses

When you activate custom ticket statuses, admins can create new, custom ticket statuses.

Note: Agent Workspace must be activated before you can create custom ticket statuses. See About the Zendesk Agent Workspace.

This article includes these sections:

• Creating a custom ticket status
• Configuration options for custom ticket statuses

Related articles:

• Accessing and viewing your ticket statuses
• Managing ticket statuses

Creating a custom ticket status

Admins can create custom ticket statuses.

Note: If you've just activated custom ticket statuses, then you may need to refresh Admin Center to see the Ticket statuses page.

To create a custom ticket status

1. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Ticket statuses.
2. Click Create ticket status.
3. Configure the basics for your new status.

   For information about the options that appear on this page, see Configuration options for ticket statuses.

4. Click Next.
5. 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.

6. Click Create ticket status.

   For information about making changes to a ticket status after you saved it, see Editing ticket statuses.

After you create custom ticket statuses and begin using them, you can view reporting information in Explore. See Metrics and attributes for Zendesk Support and Explore recipe: Creating KPIs for tickets by status.

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, {{dc.custom_ticket_status_pending_review}}.
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.