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Modify Ticket Status/Type Fields

I think the ability to change the Ticket Type and Ticket Status fields is a real must.

I need to be able to have custom ticket statuses, for example 'Waiting for part' or 'Engineer Called'

Again with Ticket Type, I want to be able to define ticket type for each of our service, IT Support, VoIP etc.

I think this sort of feature is very important

73 comments

  • 0

    You're able to deactivate the Status Field, and use your own Custom Field if you wish.

    Changing of the Status field is not something we intend on doing any time soon though.

    _Jake Holman
    _Zendesk

  • 0

    I think it's a feature that is required, as reports don't work as well. Especially with ticket responses and how quickly they are closed?

  • 0

    You're able to adjust how quickly tickets can be closed via Automations (there's one there by default, you're able to edit it).

    _Jake Holman
    _Zendesk

  • 0

    Hi Jake,

    I know that, I'm talking about when I open a report based on resolved tickets. It will be really bad, if I've had a ticket pending for 2 weeks because we are waiting a part. It's out of our control. But if I was able to put that ticket status as 'Awaiting Part' it would make more sense.

  • 0

    You could achieve that with Custom Fields, as mentioned in my initial post. Unfortunately we do not have any plans to enabled editing/adding to the current system field of 'Status'.

    _Jake Holman
    _Zendesk

  • 0

    I'd like to put my support behind this idea. Our company doesn't need custom statuses as much as we'd like the ability to rename the existing status.

    'Solved' is misleading to our users. We use 'Solved' to indicate that a representative has responded to the issue. A good example is when we have a bug in the game, and we have to tell the user that there's no good solution. The ticket isn't new, open, or pending, but we haven't solved the issue, either. When a user sees that the ticket is set to 'Solved', they are likely to flip out about it.

    Here's an example: WHERE ARE MY TROOPS?? HOW WAS THIS SOLVED?? WHY DID I NOT GET AN EMAIL??

    Our needs would be served well by keeping the exact same functionality, but allowing us to rename 'Solved' to something like 'Responded', 'Addressed', 'Viewed,' etc.

  • 0

    Just to give a data point: I had our support staff track, for 1 week, how many times they saw users enraged by their tickets being marked 'Solved' prematurely. We counted 150 tickets that required a secondary response because of an angered user. Granted, that comes from our support procedures, and the need to bulk-close a lot of low-paying users. Still, that's 150 extra interactions that our team has to provide each week that could be avoided by a one-word change.

  • 0

    If we use Custom Status Fields...how will that affect customer views, notifications, etc?  We can't exactly turn off the system Status field.  I just need a field that allow me to put a ticket into a "waiting on third party" status...which is still Open from a customer perspective...but not requiring action from our staff and pending resolution from the third party.

  • 0

    @Bfiggins: Using the status field in a way unintended by the application, I would suggest, might be the issue. The 'Pending' status sounds more like what you want, this is the exact status to be used after an Agent has responded, or more specifically when the Agent is waiting on a response from the End-User. 

    When the End-User responds, the status automatically flips back to Open, so as the Agent is now aware he needs to reply. You can build an automation to tell Zendesk to automatically Solve (or even Close) Pending tickets that have been in that state for too long, i.e. you don't expect a response from the End-User. 

    @CS: How it effects notifications is completely up to you, as defined by Triggers. For example, a custom field could add in a tag - when the ticket is updated and the trigger is fired, you could notify the end-user this ticket is currently "waiting on a third party". 

    As for the end-user view, I'm afraid there's no way to affect that at the moment.

  • 0

    We are integrating our invoicing system with Zendesk... and would like to be able to set a status 'to be invoiced' or the below might be an easier option for us...

    Originally it would have been fine if the tickets didnt close after 28 days, but we cant guarentee our account staff get everything tidied up in under 28 days...  so a bypass for the 28 days would be great!

     

     

     

  • 0

    Coherence Design - (http://www.coherencedesign.co.uk/zendesk-implementation/) have a range of commercial widgets that enable custom system types to be used - see attached datasheet.

    The sophistication lies in the ability to harmonize the substitution of custom fields into the same position as the system fields and mapping back the custom fields to the true system fields. The benefit of which is that all the expressiveness of the rules conditions can be used, not just the tag condition. In addition, we can also support conditional display of these substitute system fields, such that depending on ticket type, an expanded or contracted priority values are displayed.

    Please contact me (graham.robson@coherencedesign.co.uk) if you you'd like to explore this with us.

  • 0

    the status field can not be deactivated also it states

    This is a system field, so you can't edit the field title.

  • 0

    Jake,

    we are unable to deactivate the Status field as the option is not available so your solution does not work for us. Is there something I am missing? Having linked a linked substatus is virtually a necessity for us.

  • 1

    This flaw is a huge burden and causes a ton of confusion.  Would love to see something resolved here. 

  • 0

    Michael,

    Other system often got Status and Status Reason as sub category of Status. It is often very useful. You can then quickly add workflow to the combination of Status and Status Reason.

    I would like to see this implemented.

  • 0

    We need this as well–I need to know when an engineer has started to work on a project, in other ticket software, there is “accepted”, for example–when I see that I know that it is in the queue and being worked on. Right now I have no way to know what is being worked on.

  • 0

    We also desperately need this feature.  When the status shows pending, the client wants to know WHY it's pending.  We need to be able to add "Waiting for Client Response" or "In Progress" or "Waiting on 3rd Party".  Has anyone found a way to work around this?

  • 0

    I have to agree. The inability to either modify this field to have additional status that map a customers workflow is a huge pain. There is NO workaround since I can't even disable this field and use a custom field instead. So either allow additions to the field or allow us to disable it and add our own. 

  • 0

    I have to agree that we need this feature too.

  • 0

    I have agents that are requesting this feature aswell. They need it to make the work easier and also have more control over what we are wating for on a ticket.

    The thing that an other customer of yours suggested in this feature request was this:
    "Other system often got Status and Status Reason as sub category of Status. It is often very useful. You can then quickly add workflow to the combination of Status and Status Reason."

    This feature would also be good to have.

    I would like to get some answer from an Zendesk staff on this request.

     

  • 0

    We need a more flexible Status field and allowing end-users to see that their case is processed by different groups in our organization (sales, development, support...)

     

  • 0

    Hi all,

    While we are still not planning to allow custom statuses, we are ready to open up our beta for a new status called "On-hold."  On-hold means the ticket is waiting on some third party other than the requester or assignee.  If you're interested in participating in this beta, please fill out the form below.

    https://zendesk.wufoo.com/forms/status-onhold/

    Thanks,
    Erin 

  • 0

    Pending or On-Hold are not good status values in a busy support organization.  We found that these can become black holes and is not clear what party is responsible for next steps.  We found that "With Customer" or "With Support" or with Development or with Product Management is more helpful, but these are very specific to each company.  Again, I very much would like the ability to customize the default status field values.  This is a very basic requirement, and sub-reasons and triggers just don't work as well, especially for customer clarity and for reporting.

  • 0

    The “Pending” status is a catch-all that includes tickets where the support work is done but are waiting for client confirmation as well as items that are open but waiting on client input before we could continue working on them.  Adding a new status to cover the former would let us set separate automations based on the different conditions.

  • 0

    The 'On Hold' Status has now been released.  This can be used for separate automations. 

    @Simeon, allowing your agents to keep the ticket stream clear of tickets that they cant work on would normally increase productivity.  The tickets move back to open upon a customer comment.  You can automate this reopening after a set period if you like, to suit your workflow/targets.

    There is a tutorial on how to add simple timing for on hold status here - https://support.zendesk.com/entries/22520522-on-hold-status-reminders.  A similar system could be used for Pending if desired.

  • 0

    I should also voice our need for customization in the status field. This seems to be a standard in just about any other ticketing system. It seems unnecessary to loose clients due to not supporting their needs.

  • 0

    We really need this as well.  Ditto to all the above.

  • 0

    Hello Michael and Scott,  where would these modifed values show, and what would the purpose be?

    Could their display be modified using a global js widget perhaps?  Or maybe we could hide the status display and show a custom field with more options, but automatically linking to the built in status options?

    The standard status field is built into the workflow, it would be good to discuss your use case and see if there is a way to make this work.

  • 0

    I also would like to jump in and say that the ability to change the name of the priority field would be a very useful activity. 

    OR

    If there were more options on the ability to define conditions on Custom Fields.  -  custom field are not as flexible in triggers as standard required fields. Priority  has more flexibility in that we can choose operators like "CHANGED FROM" or "CHANGED TO" when creating a trigger. Where as a custom field only has operators Is or Is Not.

     

    We are trying to use multiple triggers/automations to create a scenario where a ticket is created with a priorirty of Urgent (known as Severity 1 in our organization) is not updated in X minutes - an email is sent. Part of the confusion has to do with the wording - Severity 1 vs Urgent.  This would require a large change in our processes and training to implement. Whereas if we could just change the selection names - we could use the priority field as is.

     

    We are mired in trying to use custom fields and addition/removal of tags via automation to simulate what could be done with new field selection names in the existing program.

     

    Count me as another customer who wants this badly.

  • 0

    I'm new to Zendesk (first day!) and I had intended to modify the ticket types for our variety of call types (e.g Repair/Sales Enquiry/Contact Us/Returns)..... but now I see that is not possible.

    Generally, do people use tags to work around this, or simply create a custom field with drop downs for ticket types?  Would anyone have any comments on the pros and cons of using either?  (e.g. is one type more amenable to reports/automations?)

    thx

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