Announced on | Rollout starts | Rollout ends |
October 15, 2024 | October 15, 2024 | October 21, 2024 |
Zendesk is pleased to announce the general availability of form-based custom ticket statuses. With form-based ticket statuses, you can define which ticket statuses appear in certain ticket forms.
This announcement includes the following topics:
What is changing?
We’re expanding the functionality of custom ticket statuses by introducing form-based custom ticket statuses.
Admins can now define which ticket statuses should appear in certain ticket forms. When you associate ticket statuses to forms, they’re automatically applied to the specified form whenever it’s used.
Form-based ticket statuses enhance flexibility by allowing you to tailor your ticketing workflows to the specific context or type of inquiry, which ensures agents have the most relevant statuses available to them. Agents only see the statuses relevant to the ticket form they’re working on.
For example, if you have a ticket form for "Bug Report," you could define custom statuses like "Under Investigation" or "Awaiting Fix". These statuses are automatically available whenever the associated form is selected by an agent.
Why is Zendesk making this change?
We’re making this change in response to your feedback that the lack of dynamic, form-based ticket statuses created challenges for agents. Agents often had to navigate through irrelevant statuses or manually select appropriate options, which slowed down ticket handling and increased the likelihood of errors.
With this change, you now have the flexibility to customize which ticket statuses are associated with certain forms. This ensures that agents only see the most relevant statuses in the right context and, ultimately, supports your increasingly diverse and complex support workflows.
What do I need to do?
This feature is automatically available. See About form ticket statuses to learn more.
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.
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