Ability to customize or mimic the support ticket statuses Help Center users

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3 Comments

  • Collin Cunninghame

    I understand that the internal terms could be confusing to end-users, but I'm in favor of some configuration options so admins can use the terms best suited for their business. For example, "solved" may be undesirably definite in some cases, and on-hold is often used to indicate a specific third-party that is known to the end-user, so communicating that to customers via status (e.g. "awaiting warehouse approval")  can help reassure them that the agent isn't just sitting on their "open" ticket.

    1
  • Nicole Saunders
    Zendesk Community Manager

    Hi Agyeman and Collin - 

    The product team is working on a feature that would allow you to customize your ticket statuses, so you could make them match if you want, or implement whatever system you'd like. 

    Here's where you can find more information and get updates on the development and rollout of this: 

    Customize Status Field Values

    2
  • Nicole Saunders
    Zendesk Community Manager

    Hi Collin Cunninghame and Agyeman Danso - just wanted to let you know that we announced the official launch of custom statuses today. If you visit the Customize Status Field Values thread I linked to above, you can see the product manager's announcement. 

    0

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