EAP docs: Managing ticket statuses

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14 Comments

  • Arthur

    Hi Team,

    Is it possible to add a delete option or add another tab in managing the Custom status to be called "Inactive"? Then we can just revisit the inactive tab if we want to reactivate the ticket status.

    That way, it will be easy to manage all custom ticket status specially that there is no limit to how many custom status we can create.

    Thank you

    1
  • Gaurav Parbat
    Zendesk Product Manager

    Hey Arthur,

    The ability to delete statuses will be available at GA. 

    Thanks,

    Gaurav Parbat

    0
  • John DiGregorio

    Any idea when these will be available for reporting.   I have added a few ticket statuses, however reporting still only shows New, Open, Pending, Hold, Solved, Closed

    0
  • Gaurav Parbat
    Zendesk Product Manager

    Hi John,

     

    Explore and CTS integration will be available at GA closer to November.

    Thanks,

    Gaurav Parbat

    0
  • Julia DiGregorio

    Gaurav Parbat thanks for the update.   Can someone please add this to the article above?  It is a great feature but without reporting, it isn't something we can use at this time

    0
  • Colleen Hall
    Zendesk Documentation Team

    Hi Julia DiGregorio,

    Thank you for your feedback! I've updated our Feature limitations post with more information about Explore integrations. That post is also now linked in this article and in the Enabling ticket statuses article as well. 

     

    0
  • Budke, John

    Will there be the capability to change the status background color?  

    0
  • Jon Kolb

    Will there be the option to limit a custom status to a particular brand?

    Example: 
    Custom status 1 - available for brand A
    Custom status 2 - available for brand A and B
    Custom status 3 - available for brand B

    0
  • Gaurav Parbat
    Zendesk Product Manager

    Hi Jon,

    We are working on that capability. Can you please help us by sharing your use case in a short survey shared on this post?
    Assigning Ticket Statuses to a group, organization, ticket from or a brand

    0
  • JP Janaro

    New ticket statuses are great, but there should be an option to be able to sort them alphabetically. Right now they appear in the order that they are created and there is no option to change that.

    0
  • Serge BERTAINA DUBOIS

    @Julia DiGregorio
    Waiting for this feature and with triggers, you may apply Tags depending Custom Status, and get this information into Explore.

    Regards
    Serge.

    0
  • Gizelle Butler

    Testing the Ticket statuses and noticed the sorting thing as well but more evenly odd is the custom ticket statuses on the Help Center icon colors do not match Support icon colors.  Help Center shows New and Inprogress as both Red and Pending in Green.  Support shows New as amber/yellow, Inprogress as Red and Pending as Blue?

    0
  • Not sure if this is correct but when enabling Custom Statuses, all views will automatically set the first column to 'Ticket Status'.

    This behaviour looks like it happens to EVERY view including personal views but that column doesn't seem to take up one of the allowed ten columns in a view. (See below - has 11 columns)

    There doesn't appear to be a way to change this (at least I can't find it and can't find any reference in documentation).

    0
  • Yoram

    Hi,

     

    Will ticket statuses be added as exit conditions in automation?

    Currently, this is not possible and I would prefer using it instead of adding more conditions to my automation such as tags and actions as the exit condition.

    Thanks

    Yoram 

    0

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