Due to Zendesk not having custom statuses, I’m struggling to set it up to support my workflow. I only need a couple of extra statuses but just not sure how best to do it.
Basically we sometimes charge for work. So I want to add in statuses of Quoted and Approved. And then I have To Invoice once a paid task is complete which only the Accounts group see.
I want the View to be grouped by status. The status is the workflow of the task so we can see them grouped in the relevant section as they pass through our process.
So I thought I’d add a custom field called Status. To have them grouped by all status I also have to create statuses the same as Zendesk. So pending, on hold etc. This means there’s two fields to change which is bad, and open to errors. I’m trying to create Macros for it instead but it’s still causing issues if someone doesn’t use the macro and changes one of the status but not the other.
I’m trying to use triggers also so if someone does change only one status the other changes but I’m having strange results and tickets disappear from the view. Probably a conflict in triggers.
So I’m struggling creating this setup.
Maybe I use tags instead but I’ll probably have the same issues. I think custom statuses are tags.
Maybe I don’t have custom statuses the same. Maybe I keep their statuses then just add a few extra tags for my additional ones. But then how can I group by their statuses AND my extra ones?
Does anyone have a suggestion? I know custom statuses have been requested for years and it’s very strange it’s not added because I’ve only been using it for the past few days and immediately hit this barrier. I shouldn’t be spending all this time trying to figure it out.
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