Customize Status Field Values

96 Comments

  • Joseph Garcia
    Comment actions Permalink

    +1 On this feature. We would like the options for more transparency to our end users on the status of their ticket. We would like for the end user to at least see the same status as our internal agents. We rely on outside vendors to complete some customer tasks so the On Hold status in particular lets our agents know a vendor is on their way but the end user does not get this information and may sometimes interpret the open state to mean that no one is working to address their issue. 

    0
  • Tim van den Akker
    Comment actions Permalink

    +1 - we really see the benefit of this as well! Cant wait to see this implemented. 

    0
  • Sean
    Comment actions Permalink

    +1.

    I understand that a lot of the logic processes are based around this field, But this has been requested for such a long time that I would have liked to see it looked at sooner. Heres hoping it is available soon.

    We want to be able to have an Escalated status (or several). This need has come from a client who wants more clarity around what is happening with the issue. This would be reportable and visible to the end-user through the portal. It's this last need that necessitates using a status.

    0
  • Cyrille
    Comment actions Permalink

    Hello all

    Whaoo ! A request open 10 years ago, 93 comments, and the answer I got when I open the same question is " it's technically a very heavy lift and therefore difficult to prioritize". Honestly 10 years ago other tools were already doing it; This is a major pain for our projects. See you in 10 years on thsi one again !

    Thanks all contributors for pushing on this one.

    0
  • Bryan Wojciechowski
    Comment actions Permalink

    I honestly can't believe this is still a thing we have to request, but here's my +1 to throw on the fire.

    0
  • Stassa Miller
    Comment actions Permalink
    Executives who make the decision to keep the Zendesk product, as well as B2B executives who review our service levels, need high-level transparent data to help determine worth. These changes will make the product more valuable, competitive and user-friendly.

    Configuration of Status "Pending" and "On-hold" need to be visible to end-users (clients)

    Make client-facing statuses editable so we can decide what wording displays to them.

    If it is transparent and shows Closed they know they need to create a new request as that one cannot be reopened.  

    Also, changing New to Awaiting Agent engagement instead of Open and adding Outsourced for Awaiting Third Party.

     

    1

Please sign in to leave a comment.

Powered by Zendesk