Announcing automatic activation of custom ticket statuses

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16 Comments

  • Sydney Neubauer
    Zendesk Luminary

    3 pieces of feedback that break our workflows:

    1. Are you able to see the difference between solved and closed from a view standpoint? Previously they looked like solved when you have a view open. We have workflows in place to monitor closed/solved tickets
    2. To my understanding, triggers/automations need to be updated to account for custom statuses so having it enabled before we are ready will break workflows
    3. Within views, the entire custom status shows which clutters up the view UI. For example, if you have "awaiting assignment for dev" it will show the entire thing rather than the current icon of the status. Is there a feature to set what the abbreviation will be?

    If possible, we would like to be excluded from this automatic enabling

    4
  • Josh Keller
    Zendesk Luminary

    How will this change appear via the API? If we don't create custom statuses, will ticket.status still return the same new/open/pending/solved/closed values?

    2
  • Cathy L
    Zendesk Product Manager

    Hi Sydney Neubauer, thanks for your feedback! 

    1. Correct, tickets in the closed state will retain the ticket's solved status. Closed tickets in a view can be identified by the closed icon in the subject column (see icon in above announcement). Retaining the solved ticket status helps provide more context about how or why a ticket was solved. See Solving a ticket with a custom status.

    2. Once CTS is activated, the ticket status conditions and actions in your existing triggers, automations, macros, and views are automatically updated to the new status categories that correspond to the original standard ticket statuses. This ensures all of your existing workflows and business rules that used standard statuses will continue to work as expected.

    3. At this time, there isn't a way to see an abbreviated letter for the ticket status column. We will keep this feedback in mind for consideration - thank you!

    We understand change is not always easy and encourage you to try custom ticket statues ahead of the activation. We hope you will benefit from what this feature has to offer.

    0
  • Dwight Bussman
    Zendesk Customer Care

    HeyO Josh Keller - the API for the Ticket object will return the status values you're used to seeing (new/open/pending/hold/solved/closed) - values that we would call the "status category". The ticket.status placeholder will output that same "status category" value.

    The ticket object will also include a separate custom_status_id value that returns the ID of the custom-status in question.

    2
  • Josh Keller
    Zendesk Luminary

    That's great to hear, Dwight. Thank you. So no breaking changes. 👏

    0
  • Darren Bell

    Issue we have found is these custom statuses do not appear in the drop-down selector in the End-User portal.

    These are still the underlying Status Categories.

     

    2
  • Scott Patterson

    Dwight Bussman

     

    Just wanting to re-confirm, this article says closed tickets 'retain the solved ticket status', does this mean that any API queries about status will show 'Solved' as the status for all closed tickets? Or is the 'retaining solved status' simply a visual thing, but the actual status is still changed to 'closed'?

     

    Will we also still be able to do things such as search "Status:Closed" when searching for tickets, or will this no longer work? Currently searching "Status:Solved" will show all recently solved tickets (not yet closed) which can be very useful, but if it will start to show all solved and closed tickets, not just recently solved ones, that would be a pain.

     

    Just wanting to confirm we aren't losing functionality with this change, and if we need to update any API calls.

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  • Dwight Bussman
    Zendesk Customer Care

    HeyO Scott Patterson

    Fear not! The API response remains unchanged, and searching for "status:closed" or "status:solved" will return the tickets one would expect. 

    The change is additive from an API perspective: you'll now see a custom_status_id attribute returned in each ticket object in addition to the status-category which will still show in the status field in the API.

    1
  • Cathy L
    Zendesk Product Manager

    Hi Darren Bell - Good news! I've confirmed with the Help Center Product Manager Gorka Cardona-Lauridsen that custom ticket statuses will be integrated into the status filter on the My Requests page this quarter.

    0
  • Dwight Bussman
    Zendesk Customer Care

    Also replying to Scott Patterson as it appears I chose the wrong one in my initial response

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  • Scott Patterson

    Thanks Dwight Bussman, sounds like nothing but good news then!

    0
  • Hawk Swearingen
    Zendesk Luminary

    Wondering if it is on the roadmap, or if it's going to be supported at all, to apply certain statuses to specific brands? When working between our brands, both teams don't need the same statuses, so it would be nice to have certain statuses populate based on the ticket brand.

    1
  • Sydney Neubauer
    Zendesk Luminary

    +1 to Hawk Swearingen We also have multi-brands where IT works in the same system as our guest facing brands. IT's needs would be dramatically different than guest facing.

     

    That and being able to rearrange the custom statuses you make - as that would also differ by Brand

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  • Cathy L
    Zendesk Product Manager

    Hi Hawk Swearingen and Sydney Neubauer - thanks for your feedback! Yes, group and brand based statuses are on the Team's roadmap, in addition to being able to associate custom statuses w/ ticket forms (which is currently under development). 

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  • Sydney Neubauer
    Zendesk Luminary

    Here is a feedback post of Custom Ticket status limitations: Custom Ticket Status limitations – Zendesk help

    0
  • Shawna James
    Community Product Feedback Specialist
    Thank you for sharing this feedback thread Sydney!
    0

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