Add additional "Submit As" option

3 Comments

  • Andrew J
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    Hello Rob,

    It sounds like you are referring to the Status the ticket is submitted as... these are virtually concrete.  However I'm not clear what you are asking for.

    Are you wanting to be able to track the time?

     

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  • Erik Palmer
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    Andrew J, found your response to this inquiry and also saw you're still active in responding to ZenDesk users. 

    Your response about creating additional Submit As statuses from three years ago was that those four total status options (Open Pending On-Hold Solved) are virtually concrete.  Our admin looked through the settings and was unable to create new status so we need further information.

    Sure, we have temporarily created a new field which could work, but does ZenDesk allow us to measure the amount of time the ticket is classified as a field status?  If not, then this is the primary reason we would want the new status created. 

    Use case here are tickets where the dev team has completed the fix but in order to be live to the customer, it is still awaiting the version release.  The average time spent between fix and release is key to improving our release cycles.

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  • Andrew J
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    Hello Erik,

    The only reason I did not say they are 100% fixed, is that I am not a Zendesk employee, and even they could not be 100% sure what might change in the future.  Status is fundamental to how Zendesk works, and adding or changing fields is not something I envision ever being changed.  That said, they did add the 'on hold' status some years back - and even that was controversial at the time - with users arguing for where it should fit in the progression, how it should appear to clients etc.

    If you are not using the 'Hold' function currently, you could consider using 'Hold' for the situation you are referring to - if that is a key part of your workflow.  What you describe is not far from the intention of 'hold', basically the request is awaiting something other than agent or user action.

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