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Custom Ticket Statuses - Ticket Status vs Status Category shown in views

Not Planned


Posted Jan 04, 2023

We would prefer to see the ability to determine whether the Ticket Status or the Status Category will be shown in the Agent view. 

We have created several custom Open statuses in our system, with the hopes of giving our consumers a greater ability to track their request from within the portal. (ex. "Support Review", "Open - Assigned").  However, all that we want our Agents to see is the status category itself (ie.  "Open") 

Once you activate Custom Ticket Statuses, all views then display the full Ticket Status name by default, and there is no option to adjust this within the view.  

Our suggestion/request would be to incorporate a selection option within the view config, so that we can determine what we want visible to agents (Status Category or Ticket Status) for that particular view. 

EX: 


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2

2 comments

Our Views that use the "Group By Status" now look a mess because it only allows Group By Status Category - and not by Custom Status Name.

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image avatar

Shawna James

Community Product Feedback Specialist

Hey there, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

 

I have touched base with the product team that owns this area and wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.

 

At this time we are going to close this post for comment and mark it as “not planned”. If you are interested in learning more about this and other features being built please make sure to check out and follow our Community eventsWhat’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.

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