What’s best way to add custom statuses?


  • Jalle van Goor den Oosterlingh | RealConnections NL
    Community Moderator

    Hi Laurence,

    This can be a frustrating and time consuming process.

    Within the current possibilities of Zendesk I'd still recommend you use a custom field, but only for those missing statuses. Then you can filter the views based on these values. When using triggers it is important to be really careful as they could indeed contradict each other.

    If you can tell me a little bit more about what you are trying to achieve with some of the automated workflows, perhaps I could help you set up the triggers!


  • Laurence Cope

    Thanks, but then the view can only group by the statuses I created, and then wont have the other statuses. 


    • Customer emails us a request (New Status)
    • Support staff take it and reply with either a quote (Quoted status) or asking for more info or just in discussion (Pending status)
    • Customer accepts a quote (Accepted status)
    • Support staff Take a ticket whether it was inAccepted status or no need to quote so from the Pending status. This is then Open Status or maybe In Progress. 
    • Ticket is completed then it gets Solved, OR if there is a cost assigned to it (another custom field) then it goes to the Accounts group with a status of To Invoice. 

    So thats the gist of it, and I want my ticket view to show all the unsolved tickets grouped by all our statuses through our workflow. 

    Your statuses wont allow people to re-create their own workflows. 

    Custom statuses do, but then you have two statuses to manage potentially causing issues. 


    I am not sure Zendesk is right for us now anyway. I have just discovered for customers to see their tickets they need another system, Guide, and although thew basic plan is free with Support, because we dont need Guide we need to change the Guide interface so its orientated for tickets only (we are not using any knowledge base feature) and so to do that I have to pay to have custom templates. So basically, in order for us to have a suitable support ticket system for customers to see, I will need to subscribe to Guide even though we dont need it. Quote a starnge setup to put half of the support system in guide and charge for guide due to lack of its features. So I dont think Zendesk is suitable as a proper support system  (unless you want to use guide and happy to pay for custom templates) - I am waiting on another ticket I have open to explain all this to me. 






  • Jessie Schutz
    Zendesk team member

    Hey Laurence!

    I think it should be relatively easy to set this up using custom fields; can you show us a screen shot of your triggers list? We might be able to figure out which on is messing up your routing.


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