Customize Status Field Values

Planned

146 Comments

  • Oliver Tietze

    Sorry, Andrea, I don't doubt that the Zendesk gang is incredible, but leaving a customer request 12 years without action (even though MANY use cases were given), then finally starting a "research phase" which lasts over a year now, and not providing ANY updates or first research results is NOT incredible. Or maybe incredibly non-customer-facing.

    We simply need to get rid of the enforced "Ticket turns OPEN on Agent assignment" (we can't distinct an "Open, we were working on it and the customer needs more help" from an "Open, but nothing at all happened to this request yet". 

    Of course there may be a million use cases that could be collected to produce the "perfect" status system. But allowing custom statuses, e. g. assigned to system statuses as @... did, would solved probably 80 % of the use cases, if not more, by maintaining all logics below (SLA metrics/targets, reporting, and so on).

    The research on this could have started 2014 or 2016 or 2018 already but it didn't. This is why some of the reactions here, including mine, may sound a bit harsh. After all, we're only expressing our needs here, and Zendesk saying "We keep the system as it is, period" would maybe had been a smarter response...

    Still hoping to see change here (or here) and wishing you all the best!
    Oliver

    1
  • Jake Partee

    Is there any update from Zendesk Engineering Team? 

    0
  • Katrina Schwertfager

    If I manually assign a new ticket to one of my agents, I would like the status to stay as new and not change to open. Will this be addressed with the custom status fields? 

    0
  • Amie Brennan

    @... Are you able to please see if there's any update on when custom status' will be released?

    5
  • Nick

    Count me in; we have certain tasks that are laying at development and want to make a clear statement to the user showing the ticket. Currently this is one of the most missing features that others like Jira and Frehdesk offer (I know.. it's always a trade off but just saying).

    Thank you

    Nick

    1
  • Mark Anderson

    Any news on this feature?

    0
  • Zachary Tarantino

    Just adding a +1 here and hope that we get another update soon on this.

    1
  • Tom Whipps

    Adding my +1 here. We've been waiting on this to be a feature for the better part of a decade...

    1
  • Amie Brennan

    hey Gaurav Parbat

    Really great news. 10+ years in the making for this feature request. 

    It would be really great if you could allow some of the ZD Partners such as myself access to the closed EAP this quarter. I've got quite a few customers on the books where I can help provide you with feedback based on all of their use cases etc. As a partner, it's also great to be able to test out the features which are coming and also provide you further feedback as well. 

    I've filled out the survey, looking forward to hopefully being a part of the first EAP. :)

    1
  • Carl Carver

    Can you please confirm which versions of the product this feature will be available in?

    1
  • Mark Anderson

    Will we have this feature in Q2?

    0
  • Amie Brennan

    Hey Carl Carver

    I'm sure Gaurav Parbat will correct me if i'm wrong here. 

    There's only one version of ZD Support in general and the new custom status' will work on it. Ticket field status' in general are not something that is linked to the new agent interface, in case you were referring to this as the "versions of support". 

    0
  • Carl Carver

    Hey Amie Brennan

    I should have said which 'plan' will this be available on. We have Professional; I just want to make sure it's not going to be an Enterprise-only feature. 

    Carl. 

    0
  • Amie Brennan

    Hey Carl Carver

    Ahh good one. Makes sense now. 

    One would like to think the new custom status' feature would be available across all plans since ticket fields are allowed on all plans in general. 

    Although if it was going to be plan restricted, it's probably going to be professional or enterprise would be my bet. 

    Def a question Gaurav Parbat would be able to help us with. :)

    0
  • Claire Flanagan

    One of the problematic use cases we have is the ability for customers of our Support Help Desk (powered by Zendesk) to see accurate status information. 

    If a customer has logged 100+ tickets with us from their view they can not differentiate (or filter) product feedback requests vs. issue/bug reports. Additionally, they see tickets as "open" or "solved" but they do not see the correct status that internal agents see. For example - if something is product feedback we let the customer know we will take their feedback into account and mark that ticket as "on hold" but the customer sees the status as still "open" creating a lot of confusion for our customers in managing their own ticket views and updates.  

    Can you tell me if we're missing something in how the customer sees the status updates or if the use case I described above will be addressed by the product beta coming? If so how can our company get in the beta?

    2
  • דן דפנה

    Hello,

    Any update on this? Was the beta version released? When is it going to be public for all customers?

    Thanks

    0
  • Agyeman Danso

    Any updates on this feature? We would at minimum like to have the exact same status' on both agent side and end user side.

    Support Ticket Help Center request
    New New
    Open Open
    Pending Pending
    On-hold On-hold
    Solved Solved
    Closed Closed
    1
  • Claire Flanagan

    We could not agree more with Agyeman Danso's request (above). It's extremely frustrating when our customers cannot see the same status we have designated for their ticket. We put "product feedback" tickets "On-Hold" until our product team has an answer or the feature ends up in the product. We need our customers to see the accurate status on their end. (I've run several tests with customers and they see our "on-hold" tickets as "open". If they submit a lot of product feedback tickets they have an extremely difficult time navigated their ticket status. 

    Additionally our customers want to see the "ticket types". If we have "support issue" or "product feedback" as ticket types our customers want to be able to see AND filter their views. It imperative for amazing customer support. 

    3
  • Oliver Tietze

    Q1 is over and so is Q2 soon. Has the EAP started already?

    1
  • Mark Anderson

    We need an update on this feature please Product Managers...

    1
  • Brett Bowser
    Zendesk Community Manager
    Hey Oliver and Mark,

    It looks like Custom Ticket Statuses is currently in EAP. More information can be found in this topic: Zendesk Support EAP - Custom Ticket Statuses
     
    I hope this helps!
     
    0
  • Tomer Ben-Arye

    Brett Bowser

    I'm a registered user - and I'm getting the below: 

    You're not authorized to access this page



    0
  • Claire Flanagan

    Brett Bowser I do not have access to the topic you're linking to--> https://support.zendesk.com/hc/en-us/community/topics/4409490077594-Zendesk-Support-EAP-Custom-Ticket-Statuses 

    I know we at LumApps have access to be part of early access (between myself and Andrew our Support leader).

    0
  • Jysk IT en del af Sagro I/S

    Thanks for the update with the test group - when do you plan to officially get this feature released?

    0
  • Melody Quinn

    I’m not able to access the link as well.

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Claire,

    Apologies for the confusion! As Gaurav mentioned, the EAP is limited which would explain why you don't have access to the link. You'd need to sign up on the form that Gaurav provided. 
     
    That being said, it looks like the form link isn't working properly so I will see if we can provide an updated link.
     
    Stay tuned!
    0

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