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Custom Order of Ticket Status



Posted Jun 01, 2023

Is there a way to reorder the Ticket Status within the Status Category? For example, we added a new Ticket Status under the Solved Status Category and it is now listed as the last option when Submit as. We would like the default Solved Ticket Status to show last. 


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16 comments

Their support team told me no, there's no option for doing this. I want this too, hopefully their Product team sees this and implements a way.

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This would be very helpful to add an order to a new custom status, for example we always want 'Solved' at the bottom,but can't change the order

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Sydney Neubauer

Zendesk Luminary

+1 I did not realize there was not a way to reorder the statuses. We are planning on rolling this out before the forced roll out - we need the ability to reorder otherwise there will definitely be confusion among our teams

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Same thing on our end, we have rolled out a custom solved category status and we have no way to place it above the default 'Solved' status button.

 

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This is a must have feature to sort custom statuses.  Hopefully will be implemented in future software updates.

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Shawna James

Community Product Feedback Specialist

Hey all, thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please continue add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Sydney Neubauer

Zendesk Luminary

I created a major feedback post for the limitations regarding custom ticket status. Pasting link here for anyone else to add onto: https://support.zendesk.com/hc/en-us/community/posts/6336222202266-Custom-Ticket-Status-limitations

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This is pretty bad, I thought I could just add numbers to the beginning of each status but you cant. Not with the grouping of statuses.

New staff select the first option that is wrong often. Experienced staff need to scroll to the bottom of the long list for every single ticket.

 

 

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Same here, we also rolled out a custom solved category status and would like to move it above “Solved” status. Thank you!

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Shawna James

Community Product Feedback Specialist

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

 

I work in managing our customer product feedback forums and have been in communication with the product team that owns this area. They noted the following: this is a great feature request and we have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

 

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.

 

Thank you again for your feedback and for being a valuable customer with Zendesk.

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Shawna James

Community Product Feedback Specialist

Hey Caleb, this feature request is still in the backlog, thank you for your question!

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Hi, I would also love if this feature would be added. It would help ensure agents don't click the wrong status by mistake

 

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I also get asked this question from my team members. Hope to have options to customize the order of the status soon.. Thanks!

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I would also very much like to see this feature implemented. We have a handful of on-hold statuses for different length holds which re-open the ticket automatically after a certain period of time. We recently introduced an additional hold period associated with the time a new process takes, but because we can't re-order these there is no way to keep our on-hold statuses in order by how long the hold actually is. Super frustrating that such a key feature wasn't included in the release of custom statuses.

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I have raised the same request by Zendesk Support and they recommended me to leave a note here. We would like to have the option as well to have it customized. We have several statuses that would help a lot to have them customized. Thanks 

 

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Hi, I would like to use this feature, too.

I think that an easy-to-understand order of ticket status is important for agents to select the correct status on Zendesk tickets.

 

I have high hopes for all of Zendesk Support members.
I thank you always for your efforts.

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