| Announced on | Rollout starts | Rollout ends |
| May 07, 2024 | May 15, 2024 | June 24, 2024 |
Zendesk is excited to announce that starting May 15, 2024, custom ticket statuses are being automatically activated for certain customers with the Zendesk Agent Workspace turned on. In October 2023, we announced that custom ticket statuses would be gradually activated in a phased rollout.
This rollout is part of the next phase and consists of two cohorts of customers. Customers who are part of either cohort are being notified by email. See the table below to determine when the rollout will start and end for your cohort:
| Cohort | Email Sent | Rollout starts | Rollout ends |
| Cohort 1 | April 15, 2024 | May 15, 2024 | May 30, 2024 |
| Cohort 2 | May 10, 2024 | June 10, 2024 | June 24, 2024 |
This announcement includes the following topics:
What is changing?
Previously, your Zendesk account offered only six standard ticket statuses — New, Open, Pending, On-hold, Solved, and Closed.
After custom ticket statuses are activated, you'll see the following changes in your account:
- The existing standard statuses become status categories, in which you can create new, custom ticket statuses. Existing statuses are still available and remain the default statuses for each respective status category unless changed.
- Your existing workflows and business rules that use standard statuses will continue to work as expected after custom ticket status activation.
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. - Previously, the On-hold status appeared as Open to end users. We heard your feedback and now you can create custom statuses in the On-hold status category to provide more transparency to your customers.
- An enhanced Views page that displays a ticket status column. You'll also see the custom ticket statuses that correspond to each category in views and in the interactions section of the customer context panel.
- 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. 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.
- When you create custom statuses, agents can select them in the status picker in the ticket interface:
- After you create custom ticket statuses, they can be used in triggers, automations, SLAs, macros, views, and more.
- You can use custom ticket status attributes to build Explore reports and create and manage custom statuses with the Zendesk Support API.
Why is Zendesk making this change?
Zendesk introduced custom ticket statuses in January 2023 as a response to the customer feedback we received. To help you take advantage of our latest innovations, we're taking the next step of activating this feature for all eligible customers so that you can further customize your account by creating new ticket statuses that are more meaningful to your business.
Custom ticket statuses provide more flexibility and information about a ticket status beyond the existing standard statuses. This results in increased transparency, communication, and collaboration between agents working on a ticket, as well as with end users who want to better understand the status of their support request.
What do I need to do?
You don't have to take any action. After custom ticket statuses are activated in your account, you can immediately begin creating new statuses. If custom ticket statuses don't meet your requirements, you can deactivate them.
To learn more, see:
- Understanding how custom ticket statuses impact your account
- Understanding how custom ticket statuses impact the agent experience
- Managing ticket status
You can share your thoughts about custom ticket statuses by completing this brief survey.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.