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Creating a view that groups different custom ticket statuses
Posted Aug 01, 2023
Hello,
I want to request that Zendesk allow for us to group tickets by their custom ticket statuses instead of the default status categories. We use our custom statuses to give our agents better visibility into what actions need to be done on specific tickets, but it is a little cumbersome since the system does not allow for them to be grouped together.
For example we have our On-Hold status category with custom statuses "Awaiting Response" and "Input Schedule." I want to be able to group all "Awaiting Responses" together and all "Input Schedules" together. Right now it looks like the below screenshot. Any help would be appreciated!
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6 comments
Tiziano Di Rauso
This seems like an oversight, we can filter views by status but we can't group them by the same metric? Please correct this!
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Jenn Luna
yes please this would be fantastic !
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Holly
Agreed! We'd love to have this option!
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Mamantha
we need this feature！
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Dakotah Poitra
This would be a great feature and very impactful!
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Salvador Vazquez
Hi Dillon,
Thank you for this great feedback. I understand this must be frustrating to not be able to group custom ticket statuses. We are looking into the best way to solve for this and will provide an update once we do that. This is likely to take some time before we can provide this type of functionality.
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