Creating custom ticket statuses

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21 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.

    17
  • 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.

    10
  • 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.

    4
  • Alastair Pashby

    I would also like custom statuses by brand. Is the maximum amount of custom statuses five?

    2
  • 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.

    3
  • 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. 

    3
  • 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
    Zendesk Documentation Team

    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
    Zendesk Documentation Team

    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
    Zendesk Documentation Team

    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
    Zendesk Engineering
    Hi Sandra,
     
    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
    Zendesk Luminary

    +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.

    3
  • 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
    Zendesk Luminary

    We need an update on the above. Its been almost a year and this is still a limited feature in any enterprise org. 

    1

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