EAP docs: Enabling Ticket Statuses

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24 Comments

  • Kulin Joshi

    Why is it not available for Agent workspace?

    Is there any plan to make it available?

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  • Gaurav Parbat
    Zendesk Product Manager

    Hi Kulin,

    Right now CTS is enabled with limited capabilities in the new agent workspace. You will be able to see ticket statuses, but not the ticket events in the new agent workspace. We are working on this update and we should have full agent workspace supported in the EAP by February-2022. 

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  • Kulin Joshi

    Gaurav Parbat Is this now available for Agent work space?

    will this be available on production?

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  • Gaurav Parbat
    Zendesk Product Manager

    Hi Kulin,

    This is now available for Agent Workspace accounts as well. The next phase is an Open EAP in Production. We are working to get that started in May 2022 and I will send out a notification once we are ready.

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  • Arthur

    Hi Gaurav Parbat,

    This is really a nice project and we are happy to be one of the pilot users.

    Our team is a big unit and we are cautious with the testing to avoid any confusion in operations.

    We noticed that that the custom status option is not available in Sandbox for testing.

    Is there any plan in incorporating this Feature in Sandbox so we can test it? Prior to us rolling this out to the bigger team?

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  • Brett Bowser
    Zendesk Community Manager
    Hey Arthurfil,
     
    If you signed up for the EAP and provided your subdomain I believe you can use the same sign-up method and just provide your Sandbox subdomain instead. 

    That way the PM's managing this EAP can enable it on the correct account. 

    I hope this helps!
     
    1
  • Bobby Koch

    Just to add more visibility to this feedback - we love this feature so far. We would use it more widespread if we could have the ability to link custom statuses to specific ticket forms or brands. Would help diversify operations across multi-branded solutions. 

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  • Gaurav Parbat
    Zendesk Product Manager

    Hi Bobby,

    Workflow Based Custom Ticket Statuses is be an enhancement that we are working. This will be available post GA. It will allow you to create different set of statuses for each ticketing form. 

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  • CJ

    "Additionally, any existing triggers, automations, macros, and views that use a system ticket status condition or action will be affected (see Using ticket statuses in business rules, SLAs, macros, and views)." 

    The attached article doesn't seem to cover how this would affect existing triggers, automations, and views. How do new statuses work with existing triggers and automations? Do they still work, or do they all need to be converted to use status categories?  What differences should we expect to see? Will views that relied on Status as a condition no longer function unless updated?

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  • Gaurav Parbat
    Zendesk Product Manager

    Hi CJ,

    When you turn on CTS, we add 5 default ticket statuses to your setup that correspond to the previous statuses (New, Open, Pending, On-hold, Solved). These previous statuses will now be called Status Categories. You can add many new ticket statuses under one category and each category will have one corresponding default ticket status. For e.g. let's say you add a new status called 'In Progress' under the 'Open' Status Category. This Status Category 'Open' now has 2 new ticket statuses called 'Open' (default) & 'In Progress' under it. 

    Your existing triggers, automation, macros and views will not be updated. They will still have the same criteria. Conditions that previously has a "Status" value will now show up as "Status Category" as a label change. 

    Let's say you have a view with the condition "Status IS Open". This will now be updated to "Status Category IS Open".  This view will now show all tickets that have ticket status in the 'Open' Status Category. i.e. Tickets with a Ticket status 'Open' & 'In Progress' both will show up in this view.

    If you only want to see tickets that are in the 'In Progress' status then you would have to update the Views condition to now say "Ticket Status IS In Progress"

    Our recommendation is to update conditions to use "Ticket Status" rather than "Status Category" wherever necessary.

    Note that Status Categories are not visible in the Agent Interface. The Agents only interact with the new Ticket Statuses.

    1
  • Danny Koss

    In ticket views, I am seeing the ticket status "Solved" in place of tickets that have moved into a closed state. Is that expected?

    In the image below, dark gray "Solved" tickets are actually in a closed state.

     

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  • Gaurav Parbat
    Zendesk Product Manager

    Hi Danny,

    That is correct. This is the current behavior. You can now add many statuses in the solved category. e.g. Resolved, Auto solved, Reason Provided etc. Once these tickets are Closed, you would lose complete context of why or how a ticket was solved. For better information in views and for better reporting in explore we are currently retaining the last Ticket Status before a ticket is closed. We are looking at a better way to differentiate between tickets that can be edited vs tickets that cannot be edited anymore. 

    If you do wish to see these tickets separately in a view, you can always group by status category and all tickets that are in the Closed status category will show up together. 

    We are looking to gather more feedback specifically about this change in the EAP. 

    Thanks,
    Gaurav 

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  • Janet Martin

    Hello, 

    How do I enable this feature for my account? Please let me know as this is a feature that is very much needed. 

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  • PAUL STRAUSS

    Two questions:

    1) How will this feature affect the API? We currently have an integration with Domo for analytics, and want to know if these new statuses are still exposed via the API in the same way, or if there will be a change to the way they are presented due to the one-to-many relationship between statuses and status categories.

    2) How will adding a new status affect triggers that are based on status? Will triggers fire based on Status Category or Status? For instance, if you assign multiple statuses to the "Pending" category, does that make Pending triggers fire, or will we need to change our triggers to fire based on the specific statuses within the Pending category?

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  • Bobby Koch

    1) no clue

    2) I think the answer is both to this question. you can fire based on the category or individual statuses everywhere that has impacted our company. I haven't found any holes in this (yet - not knocking zendesk but there are so many places you can update). When we migrated/signed up for this, everything was by default changed to the status category. 

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  • Thomas Verschoren
    Community Moderator

    Hey,

     

    As for question 1, this endpoint returns all the statuses:

    https://{{domain}}.zendesk.com/api/v2/custom_statuses.json

    And it includes both the native ones (by default called {{zd.status_new}}) and your own custom ones.

    Note the status_category key that denotes it's parent main category.

    {
    "custom_statuses": [
    {
    "url": "https://d3v-verschoren.zendesk.com/api/v2/custom_statuses/5016279.json",
    "id": 5016279,
    "status_category": "new",
    "agent_label": "New",
    "raw_agent_label": "{{zd.status_new}}",
    "end_user_label": "Open",
    "raw_end_user_label": "{{zd.status_end_user_new}}",
    "description": "Ticket is awaiting assignment to an agent",
    "raw_description": "{{zd.status_new_description}}"
    "end_user_description": "We are working on a response for you",
    "raw_end_user_description": "{{zd.status_end_user_new_description}}",
    "active": true,
    "default": true,
    "created_at": "2021-10-18T22:02:20Z",
    "updated_at": "2021-10-18T22:02:20Z"
    },{
    "url": "https://d3v-verschoren.zendesk.com/api/v2/custom_statuses/7843183821842.json",
    "id": 7843183821842,
    "status_category": "hold",
    "agent_label": "Internally blocked",
    "raw_agent_label": "Internally blocked",
    "end_user_label": "On Hold",
    "raw_end_user_label": "On Hold",
    "description": "Waiting for colleague or other department",
    "raw_description": "Waiting for colleague or other department",
    "end_user_description": "",
    "raw_end_user_description": "",
    "active": true,
    "default": false,
    "created_at": "2022-09-28T08:22:36Z",
    "updated_at": "2022-09-28T08:28:34Z"
    },
    ...
    When looking at a ticket with a custom status you'll see both the parent status  as well as the ID of the custom status.
    {
    "ticket": {
    "url": "https://d3v-verschoren.zendesk.com/api/v2/tickets/379.json",
    "id": 379,
    "status": "hold",
    ...
    "custom_status_id": 7843382833170,
    ...

    For question 2:

    The main Zendesk statuses are converted to Custom Statuses. So an Open status will be an custom status: Open with Status Category: open.
    You can rename the label Open to anything, the trigger will still only apply to those tickets that were originally Open tickets. Any custom Open statussen (open via automation for example) will not be applicable.

    There is also a new option "Status Category" if you want the trigger to apply to all custom statuses that have a parent category of "Open"

     

     
     
     
     
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  • PAUL STRAUSS

    Thanks Thomas Verschoren ! This is very helpful information.

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  • Roberto Acosta

    I am not seeing this on my current sandbox, we would like to test it there before opening up to the Organization. Is this available on the sandbox? 

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  • PAUL STRAUSS

    I don't see this option on our account, and would like to enable it. How can we get this activated?

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  • Gaurav Parbat
    Zendesk Product Manager

    Hi Roberto & Paul,

    Custom Ticket Statuses are only available on the Agent Workspace

    Your sandbox or production instance must have the Agent workspace enabled to use CTS. 

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  • PAUL STRAUSS

    Gaurav Parbat oh, that's disappointing. We can't use Agent Workspace because it breaks an essential feature for us - group chat between agents. Do you have any idea if that is on the roadmap to reintroduce that feature for Agent Workspace?

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  • OrderGroove

    Maybe I missed this somewhere but can custom statuses be made public and/or kept private (internal agents only)?

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  • Bobby Koch

    Not private, but you can change the display name of them for external users OrderGroove

     

    Here is the config page 

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  • Thomas Verschoren
    Community Moderator

    If you give all customer facing names the same name (eg Open, or Working on it) those different statuses will “collapse” for the end user so the end user won’t even know internally they’re different.

    1

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