|Announced on||Rollout starts||Rollout ends|
|January 17, 2023||January 17, 2023||January 18, 2023|
We’re pleased to announce that custom ticket statuses are now available on all plan types! Any customer on Agent Workspace can activate this feature and begin creating new ticket statuses.
This announcement includes the following topics:
What’s changing, and why?
Previously, your Zendesk account offered only five system ticket statuses for selection - New, Open, Pending, On-hold, and Solved.
Now, these five system ticket statuses become status categories, in which you can create new, custom ticket statuses. For example, once you create new ticket statuses, agents can select them in the status picker in the ticket interface:
Zendesk is introducing this feature so that you can further customize your Zendesk account by creating and managing new ticket statuses that are more meaningful to your business.
New custom ticket statuses you create can be used in triggers, automations, SLAs, macros, views and more. You can also use custom ticket status attributes to build Explore reports and create and manage custom statuses with the Zendesk Support API.
How will this affect me?
If you choose to activate custom ticket statuses, you can create, update, and manage new ticket statuses and use them in your ticketing workflows.
Your agents will be able select a custom ticket status from the status picker in the ticket interface, though you can activate and deactivate ticket statuses as needed.
What do I need to do?
Admins can activate custom ticket statuses in Admin Center from the new Ticket statuses page. See Activate custom ticket statuses to start creating new, custom ticket statuses