Managing ticket statuses

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14 Comments

  • Spencer Hutton

    I created a custom status as a test.  Is it possible to delete it?  It has not been used, and was immediately deactivated.

    1
  • Gabriel Manlapig
    Zendesk Customer Care
    Hi David,
     
    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!
     
    0
  • Hope Saldana

    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

    1
  • Marine
    Zendesk Customer Care
    Hi there!
     
    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!
     
    0
  • Michelle Harris

    Is there any way to change the order of the ticket statuses or status categories?

    2
  • Cheeny Aban
    Zendesk Customer Care
    Hi Michelle!

    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.
    0
  • Ryan Worthen

    +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. 

    1
  • Daniel Frouz

    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.

    4
  • Jeremy Minor

    Is it possible to set ticket statuses by group?  I have some people requesting different options but they would not apply to other groups.

    1
  • Hope Saldana

    Jeremy, I believe statuses by groups is on the roadmap. Can't wait! We have the same issue.

    0
  • Christine Diego
    Zendesk Customer Care
    Hi Jeremy,
     
    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 
    0
  • Peter Okorn

    The status situation does not support mistakes. If we put it in the wrong category it's done. I have created 'In Progress' as a pending, and now cannot do so in the Open. Therefore, as far as I can tell, my Zendesk environment will never have an 'In Progress' status.  Odd function to be missing.

    0
  • karankuwarbidxb

    Hi Team,

    Can I have a custom status disabled on the front end (Agent interface) but available to our system on the backend for automation?

     

    For eg: I want to have a custom status 'Auto closed' that I want to use when I solve tickets through trigger. But I don't want this status to be available to agents using Zendesk as they will incorrectly use this status.

     

     

    0
  • Mike DR
    Zendesk Customer Care
    Hi Peter!
     
    Totally understand what you mean, what I would love to do with your partnership is attack this from both fronts; on my side, I'll flag a couple of articles for revisions as there are places we can call this out that could expressly mention it so others don't experience the frustrations you've experienced, and on your end if you could submit product feedback as outlined here to communicate use case, headaches caused, etc. so our product team can take it into future roadmap + release consideration I would be greatly appreciative.
    0

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