|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.
To learn more about the agent experience with custom ticket statuses, see Working with tickets and Updating and solving tickets.
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
Will this rollout include ZAF support to manipulate custom statuses in the same way we can manipulate system statuses?
Is there a way to modify the color of red, it overlaps too much with SLA red, and our Agents are confused that "red open" now means "SLA breach".
Similar to the comment by Tobias Hermanns,
Would it be possible to only show the little indication block for the status in the view, like with the original Ticket Status, instead of showing the custom status description.
It is confusing as it is similar to the SLA column and it takes quite a bit of the screen estate (less space for the other columns)
Yeah, I just clicked activated, and now the wording is fully displayed.
I mean, it´s fine for custom status, but especially for "Open" with red, it´s annoying.
My workaround is currently to put ID and Priority in the column first, then show SLA to have some space in between.
Will this have an effect on the Community Posts status options? Or are these still limited to five options?
workaround for me:
Creating Dynamic Content with "English only" and the letters O, P, H, N, S
Add these placeholders and replace the default zd placeholder for Agents.
The views looking much better now after this :)
Workaround not working, as placeholder is also updating the "Submit Button" and here we want to see not the "short" version.
May you can add a DC for Submit Button too?
Really frustrating it's not working for non-agent workspace customers. We don't like the new interface and can't take advantage of this apparently.
Love this feature!
Is it possible to limit status values based on group membership? Or are these global changes to our domain?
When will the ability to be able to re-order custom ticket statuses be available?
We need to check a duration of custom status time, how we can do it? There is no such metric in Explore Support Updates History dataset.
At the moment, we can only report on custom ticket statuses in the Tickets dataset where updates/events which includes custom ticket status changes/durations are not included.
As a workaround, may we suggest setting up a trigger to have a matching custom drop-down field with the custom status so you can report these values in the Updates History dataset?
Reference: Explore recipe: Reporting on the duration of fields
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