EAP docs: Creating ticket statuses

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8 Comments

  • Arthur

    Hi Team,

    Can we please add or is it possible that the custom statuses can be assigned to specific group inside Zendesk? That way, we can also do a customized approach for process in each groups.

    Copying you in Gaurav P.

    Will wait for your advise.

    Thank you

    1
  • Mark Leci

    Hi, we have agent workspace enabled but I do not see the ticket statuses option to enable this. Please let me know if there is additional setup needed that isn't documented, thanks!

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Mark,
     
    Just to confirm, you've followed these instructions for enabling custom ticket statuses first correct? EAP docs: Enabling Ticket Statuses
     
    Let me know!
    0
  • Arthur

    Hi Team,

    Can we please add or is it possible that the custom statuses can be assigned to specific group inside Zendesk? That way, we can also do a customized approach for process in each groups.

    Just checking in if this is something that Zendesk team is currently looking into.

    Will wait for your advise.

    Thank you

    1
  • Gaurav Parbat
    Zendesk Product Manager

    Hi Art,

    Yes, this is an enhancement that we are planning for in Q1-2023. Ability to assign statuses to specific ticketing workflows for which particular groups are responsible. 

    Thanks,

    Gaurav

    1
  • Mark Leci

    Brett Bowser - the custom statuses option is now showing up, ty for checking! 

    0
  • Tim Meyer

    With the end user being able to see a response if checked, will we be able to use dynamic content as placeholders for languages of statuses?

    0
  • Cheyenne Oorebeek

    Hi ZD, great to see it's in the plans to add extra conditions to the statussen. At the moment I'm missing this as well: link to certain groups, or even better, link statussen to the brand of the ticket. We have selling and buying brands, so it would be great if we can set different ticket statusses in case of brand 1 and brand 2.

    Next to that a question regarding the views; 
    in the view conditions I can choose to filter on status category or ticket status, which is great. However at the grouping option, I can only choose status category. Any plans on enabling the ticket status there as well? This would definitely clear up our views.

    0

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