When you activate custom ticket statuses, you can edit ticket statuses, change status category's default ticket status, and activate or deactivate a ticket status.
You must be an admin or agent in a custom role with permission to manage ticket statuses.
This article includes these sections:
- Editing ticket statuses
- Changing the default ticket status of a category
- Activating and deactivating a ticket status
Related articles:
Editing ticket statuses
You can edit any ticket status, including system ticket statuses and custom ticket statuses.
You must be an admin or agent in a custom role with permission to edit ticket statuses.
- In Admin Center, click the Objects and rules icon (
) in the sidebar, then select Tickets > Ticket statuses.
The Ticket statuses page displays.
- (Optional) Use the search bar or filters to find the ticket statuses you want to edit.
- Hover your mouse pointer over the ticket status, then click the options menu icon (
) on the right side. - Click Edit.
The Edit ticket status page displays. For information about the options that appear on this page, see Configuration options for ticket statuses.
Note: You can edit nearly all of the configuration options on this page; however, you can't move an existing ticket status to a different status category. - Configure the options for the status.
For information about the options that appear on this page, see Configuration options for ticket statuses.
- Click Save.
Changing the default ticket status of a category
Once you’ve created at least one ticket status in a category, you can change the default ticket status of the status category. Each status category includes a default ticket status. This default ticket status is used by your standard triggers.
You must be an admin or agent in a custom role with permission can change the default status of a category.
- In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Ticket statuses.
- Click the options menu icon () on the right side and select Default.
The Default column appears and the Default label is displayed in the row of each category’s default ticket status.
- In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Ticket statuses.
- In the table, in the (first) heading row, click the options menu icon () on the right side and select Status category settings.
- Under the default ticket status of a category that you want to change, use the drop-down list to select the new default ticket status.
- Click Save.
Activating and deactivating a ticket status
Your account can have up to 100 ticket statuses, but Zendesk recommends that you limit the number of active ticket statuses in your account to keep things manageable. All active ticket statuses appear in the status picker, in the ticket interface.
If you have more than 10 active ticket statuses, the status picker will display the first 10 active ticket statuses. Agents will need to scroll down to see the rest.
When a ticket status is deactivated, it's removed from the status picker and agents will no longer be able to assign that status to tickets. However, deactivating a ticket status doesn’t delete it and you can reactivate it at any time. Any tickets using the deactivated ticket status will still retain the status.
Admins and agents in custom roles with permission can activate and deactivate ticket statuses.
To activate or deactivate a ticket status
- In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Ticket statuses.
- Move the cursor over the ticket status, click the options menu icon () on the right side, and then click Activate or Deactivate.
11 Comments
I created a custom status as a test. Is it possible to delete it? It has not been used, and was immediately deactivated.
Custom statuses can't be deleted at this time. If you deactivate a custom status, it won't be available in the status picker and agents won't be able to use it. You can also edit a custom status and change its name, description, etc.
Thank you both for your questions! I hope this helps!
Hello!
I made a post about this at the beginning of the year, but thought I would ask here as well. Is there any way to sort views based on custom statuses? Right now, I only see the option to sort based on the category.
https://support.zendesk.com/hc/en-us/community/posts/5275450162970-Sorting-Views-by-Custom-Statuses
It's not possible to use the Custom Ticket Statuses precisely, in the Group by or Order by, to sort the Views at the moment.
This is a good product feedback though! Thank you for bringing this to our attention and for suggesting it in our community.
I hope this clarifies!
Is there any way to change the order of the ticket statuses or status categories?
You can edit nearly all of the configuration options on this page; however, you can't move an existing ticket status to a different status category.
+1 for wanting to be able to customize/change the order of the ticket statuses when an agent is responding to a ticket and selects from the various options. For example, we would love to have our most frequently used statuses at the top of our list, and the least often used at the bottom.
Created new ticket status in wrong category ... Cannot change the category ... Cannot delete ticket status ... Cannot add new status, because the name is already taken ... Brilliant.
Is it possible to set ticket statuses by group? I have some people requesting different options but they would not apply to other groups.
Jeremy, I believe statuses by groups is on the roadmap. Can't wait! We have the same issue.
The custom ticket status by group is in the roadmap, you can this comment form our community manager for more details https://support.zendesk.com/hc/en-us/community/posts/5892776566682/comments/6244916319386
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