Creating different Set as options


  • Jessie Schutz
    Zendesk team member

    Hi Peter! Welcome to Zendesk, and to our Community!

    The only way you can add any additional ticket Statuses is by enabling the On-Hold status. This is available on the Team plan and higher.

    You can utilize the On Hold status for many different scenarios...for you, you could set the ticket as Pending if you're waiting for a customer response, and use the On Hold status when you're waiting on a client response.

    Another option would be to stick with the default ticket statuses and add a custom ticket field that can add a tag that indicates whether you're waiting on a customer or a client. Then, if you're on the Team plan or higher, you can create custom Views where tickets will show based on which tag is present on the ticket.

    If you'd like to share more about your workflow, I may be able to help you with some other options. Let me know if I can be of any more help!

  • Peter Lloyd

    Thank you Jessie


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