When you activate custom ticket statuses, admins and agents with permissions can create new, custom ticket statuses.
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Creating a custom ticket status
Admins or an agents with permission 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 options for your new status.
For information about the options that appear on this page, see Configuration options for ticket statuses.
- Click Save.
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. |
|
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. |
19 Comments
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.
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.
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.
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.
I would also like custom statuses by brand. Is the maximum amount of custom statuses five?
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.
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.
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
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.
Agree with previous user comments. We need to apply the custom statuses at least to our different brands, but ideally to groups as well.
How do I delete a status that is no longer required?
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.
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.
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.
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!
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.
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
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
+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.
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