Ability to show On-hold Status on Customer Portal
PlannedWhen our customers view their list of tickets on the portal they are unable to determine which tickets are open vs on-hold as both open and on-hold show as open. We need the ability to show the On-hold status on the customer portal.
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Hi all
I'm happy to let you know that this feature request has now finally made it onto our roadmap. At this point I cannot share the timeline, but I will update this post when there is relevant news. -
Any time line for considering this ?
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Hey Lohith,
No timeline to provide at this time but we will update this post once we have more information!
Thanks :)
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@... Do you have an update on when this will be released? We are Zendesk Partners and are currently rolling out a large enterprise project here in APAC and this feature is a big show stopper as it causes a bad experience for anyone with a ticket inside the organization.
This org, needs tickets to be put on hold, whilst the works are carried out and they require the end-user to know the ticket is on-hold during this period of time.
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We are also facing this issue.
Would be very helpful if this feature will be available soon. -
@... @... - have you been able to find a solution for this? We've implemented some custom JS code on our Help Centre to handle this use case, perhaps custom code would be an option for you as well?
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@... Where can i find the custom code? I guess it would be helpful for me as wel.
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Hi Ron,
I think every case would be unique, but in general you can leverage the Zendesk REST API Requests endpoint here. You can GET all of the signed in user's tickets and statuses. Then you can manipulate the UI via Javascript based on the status and your own use case. Happy to discuss in further detail if you can share more specifics about your use case.
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Hi all
I'm excited to tell you that we are now working on a feature that will let you show on hold statuses to your users in the customer portal.
Expect more news latest in december.
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Have there been any updates to this? Clients can now select "Open" "Awaiting your reply" and "Solved" But I still don't see an option for "On-hold"?
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Hi all, apologies for the late update.
We are still working on solving this issue as part of a two larger initiatives around statuses and improving the customer portal.
At this point I can't unfortunately give an ETA, but I will update as soon as I have something.
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Any update on when this feature will be incorporated? The last note said we would have an update in December of last year.
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Hi, I completely agree with all the posts above. Like Jodie we have been using the Zendesk system for a couple of years now, and I had no idea our customers weren't seeing the same ticket status that we see for On Hold tickets. Having them display as "Open" gives customers the impression that we are "sitting on our hands" on certain tickets. Please get this changed as soon as possible!
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Any updates on this? We really want our end users to see the same status as the agents. Not sure why anyone would have ever created the status' to be different, it doesn't make any sense. Lets fix this please.
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Agree with everyone above...please get this out there. Is there an ETA yet? Last word from Zendesk appears to be from February 2022.
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Hello everyone. The ability to show any status to your end users through the help center will be enabled through custom ticket statuses. If you would like to know more, we have a closed EAP on the way for this feature. I can enable it in a production or sandbox environment after you sign up through this sheet. CTS Closed EAP Signup
There are certain criteria for this EAP
- Participants must be on the new Agent Workspace
- Participants must know and accept that not all features will work with custom statuses during the EAP
- Participants may be willing to provide feedback on their experience
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I was able to remedy this with custom JavaScript. The requests API has the correct hold status, so I used a JSON call to grab that status and then used it to manipulate the requests page so that it displays correctly. If anyone is interested, here's how I did it. Back up your original code before making any changes.
Add this the document_head.hbs file: <script src="https://code.jquery.com/jquery-3.2.1.min.js"></script>
See the attached screenshot for the requests_page.hbs changes.
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Can you post links on how to use the custom JavaScript?
I am a newbie to Zendesk (and a very busy software engineer). JavaScript is pretty easy but I don't know all the little details on how Zendesk uses it for customization or integration.
We need end-users to see our ticket statuses in the Zendesk instance I help manage, because our end users aren't our end customers, they are a handful of close business partners who are our mutual customers' first line of support -- they file tickets with us when the problem is too technical for them to resolve.
Under the current system, they cannot see which tickets are still awaiting triage, as opposed to being actively worked, as opposed to being Pending (holding for the partner or for the mutual customer), as opposed to On-Hold (awaiting an external party or a different part of our own organization). We waste a lot of time just telling the partners what the latest actual status of their ticket is.
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Everything I did is in the screenshot above and the link to the jQuery that I am using for the call to grab the status from JSON. Download the picture I attached and view it expanded. Should help better explain.
Tom
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Are the documents and requests pages something already accessible to an admin, or is this something I have to build from scratch?
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The hbs files are accessible via the Guide Admin in the Help Center. You will need to "customize" your Help Center. Keep in mind, that in doing so, you will not get updates to your specific help center template...assuming it's a canned version (Copenhagen theme) like ours.
Search on Zendesk on how to make changes to the help center template. Keep backups of the original code in case you need to undo something.
Hope this helps.
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Cant this be done using the new custom ticket statuses?
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hey John Baldwin
This can now be achieved with Custom Ticket Statuses - which should be readily available for you to access inside your Zendesk account now. :)
https://support.zendesk.com/hc/en-us/community/posts/4416481464730
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John Baldwin For a general introduction to help center theming I would recommend starting with Customizing your help center theme.
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Since it might take some time for this feature request to actually make it to production, we have come up with the following workaround.
- Use an unused built-in field in Zendesk Form. In our case, we are using the Type field which has four values: Problem, Task, Question and Incident.
- Make this field viewable by customers but not editable.
- Set up a trigger so that whenever the ticket status changes to On Hold, the Type field value changes to some value, and to some other value otherwise. In our case, we set the value of this field to Problem whenever a ticket status changes to On Hold and to Question if the ticket status is not On Hold.
- Then, we edit the Zendesk Theme (requests_page.hbs, request_page.hbs) in such a way that whenever the Type field has the value `Problem`, we display `On Hold` and nothing otherwise.
- When the customer opens the ticket, we do the same.
- For our theme, the end result looks like this.
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One caveat to using the custom ticket statuses to create a "on-hold" status for clients to see in their My Activities page: You cannot filter on "on-hold" The tickets are still considered "Open" and show up when you filter on "Open "ticket status. Very confusing for end-users.
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bill cicchetti Gaurav Parbat Gorka Cardona-Lauridsen
Any more advice on how to get the actual custom statuses viewable and filterable on the customer portal list page instead of the generic status categories?
We have a few variations of the Open status and since those and On Hold tickets all show as Open to the end user, we have a lot of frustrated clients that can't actually tell what's happening with their tickets and it makes it harder for them to find what they're looking for.
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Hello Gorka Cardona-Lauridsen,
Is there any update on this development?
We use some custom status inside each category and need to display those status in the Customer Portal. -
Hey FundsDLT,
Gorka provided an update on Sept. 28th of this year which I have copied for you below:
Hi all, thank you for your feedback and I'm sorry we have not been able to accommodate this request yet.
The good news is that we are planning to start work in Q4 2023 (Oct to EOY) to fully support Custom Ticket Statuses in the Customer portal which will allow customers who want to show On-hold to end users to do so and customers who wish to keep the current configuration or an entirely different configuration one to do so.
We are expecting to be able to release it before EOY, but as always this is only the current expectation based on the knowledge we currently have and it may change.
I hope this helps!
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