Action needed status

February 08, 2023 00:28

Hi there I'm new to ZD, before I was working with Salesforce where if in a ticket a customer replied to a pending customer status or provided further information to a brand new case, the ticket changed to status "action needed". I don't see this in ZD and don't know how to set it up to differentiate the tickets that need to be addressed with priority given that the customer replied. Can you pls advise?

1 Comments

Amie Brennan
- February 08, 2023 00:58
Hey Monic,

When a customer replied to a pending ticket inside Zendesk, it automatically moved to the new Red Open status. This status means that the customer has replied and there's further action needed by the agent from this point.

There's nothing you really need to create here, except perhaps a better understanding of how ticket statuses work inside Zendesk.

I recommend you read over this guide here which will give you more insight into ticket status when updating and solving tickets during the ticket's lifecycle.

https://support.zendesk.com/hc/en-us/articles/4408832151834-Updating-and-solving-tickets

Since you're new to Zendesk, I would also recommend checking out the Training guides available for Zendesk here: http://training.zendesk.com there are some great free ones there which will teach you all about Zendesk as an Agent or as an Admin.

Hope this helps. :)

Best,

Amie

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