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Custom Ticket Status limitations



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Sydney Neubauer

Zendesk Luminary

Posted Nov 02, 2023

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue

As Custom Ticket Statuses are getting automatically turned on, it will impact all Agents working in Zendesk. Also it increases the amount of work needed to just update our documentation on the changes (training/articles/macros etc)

  1. Automatic changes: When enabled/disabled Custom Ticket Statuses automatically updates triggers/automations/macros/views but does not list what it has updated
    • We know what was changed but not which ones were updated thus we are shooting in the dark for getting articles updates/notes/training/screenshots
  2. Visibility: Custom ticket statuses show for everyone in the instance
    • Group/Brand based statuses are on roadmap
  3. Reordering: You cannot change the order of the Ticket Statuses
  4. Customization: We can't customize the status color or icon of a ticket status
  5. Move between categories: You can't move statuses between categories once created. You would need to deactivate the status and create it again under the new category
  6. Reporting: You cannot report on how long a ticket status has been in a state natively.
     
    • There is a workaround with triggers adding tags
  7. Exporting ticket views: View exports only show the category and not the Custom status Custom ticket status can't disply in Report – Zendesk help
  8. Character limit: There’s a 48 character limit for ticket status names. Ticket status names that are 35 characters or longer are truncated. We can't set how that looks visually
  9. Solved/Closed category: Solved and Closed tickets are both under the Ticket Category of Solved which can be confusing for Agents that have views set up to look at solved and closed tickets
  10. Entire ticket status visible in views: The entire Ticket Status becomes visible which means lengthy statuses can expand views into a scrollbar
  11. Scrolling in statuses: If you have more than 10 active ticket statuses, the status picker will display the first 10 active ticket statuses. Agents will need to scroll down to see the rest
  12. Status deletion: You cannot delete a ticket status once it is created
    • Any tickets using the deactivated ticket status will still retain the status
  13. New Status: You cannot assign a Custom Status under the 'New' status category
  14. Hide statuses: You can't hide statuses but still use them similar to New and Closed statuses

What problem do you see this solving?

More customization options, less confusion, less adjustment period, easier management of ticket statuses, better reporting - our jobs should not get harder with new features

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? 

We have not turned on statuses yet but we are going through testing

  1. Automatic changes: We would need to do extensive information gathering to see exactly what is being changed (wording, triggers, etc) as we document a lot of processes and we would not want the data to be outdated when it comes to turning this on
  2. Visibility: We have multiple teams that have different needs and having to collaborate with them to agree on what statuses we have will not work. We would rather make no changes than make a change that will impact everyone (this impacts reporting which has high visibility)
  3. Reordering: Teams change their mind all the time on locations and having the statuses locked in on first go is very unlikely. We might find that it is hard to read or it doesn't make sense visually and so our options are to deactivate the status and recreate it
  4. Customization: Our teams may want to have several Open types as many things could be happening on the ticket and if they are all the same color, they could click on the wrong ones which impacts reporting
  5. Move between categories: I can't see this happening too often but when it does, there may be tickets already assigned to the category so you need to deactivate, create new, then move tickets to the category (as long as not closed)
  6. Reporting: Teams are already asking about ticket history for the status and we are needing to get a list of statuses we want then start creating triggers just for the tags to be added
  7. Solved/Closed category: When we turned this on in our sandbox, the very first question is how they can tell the difference between solved/closed. As such, we need to teach a fundamental change of how views will look going forward. Which means different processes/view updates
  8. Entire ticket status visible in views: The visual appearance of views is already a lot of information and now to add entire statuses makes the views a lot more noisy. We have gotten complaints as views now have scrollbars due to length of status
  9. Scrolling in statuses: We are setting internal limits on how many statuses we have so we don't hit that scrollbar
  10. Status deletion: Already made a mistake in adding in statuses as part of test - they will remain there until the end of time 
  11. New status: I would like to be able to set different types of 'New' statuses. Like when it is a New ticket due to a follow up being created vrs a brand new interaction
  12. Hide statuses: There are some statuses that we do not want Agents to be able to set. For example, when a ticket reopens due to being onhold, they shouldn't be able to set the ticket to be "Open - due date", instead a trigger should do it (like setting tickets to closed)

Are you currently using a workaround to solve this problem? (If yes, please explain) 

There are no workarounds for the majority of the limitations - as such we are delaying turning on Custom tickets statuses until the last moment so that most of these can hopefully be addresses by then.

  • Restrict by Brand/Group - on roadmap
  • Reporting on how long statuses - have to create triggers for each status and report on tags and not status (requires you to do this upon conception and to maintain the statuses/triggers)
  • Status deletion - you can deactivate the status
  • Reordering statuses/move status between categories - you have to deactivate a status or statuses then recreate it in the order you want

What would be your ideal solution to this problem? How would it work or function? 

  1. Automatic changes: When enabled/disabled Custom Ticket Statuses automatically updates triggers/automations/macros/views. Have it display what triggers/views etc were adjusted. It would be even better if it was a spreadsheet that we can export to keep track of all changes made. Even for any articles with screenshots of previous views/statuses, we can replace those in articles
  2. Visibility: Ability to set a Brand/group/form for each status (like contextual workspaces) so if it meets that condition, it will be displayed
    • Group/Brand based statuses are on roadmap
  3. Reordering: Ability to drag and drop the status or have an option to 'select position' similar to how triggers used to be able to be rearranged
  4. Customization/Entire ticket status visible in views: Within the status, you can change the colors like you can font or include an icon. Previously, statuses were identified as N, O, P, H, S, C within a view - it would be nice to have the ability to set abbreviations or icons to help reduce the clutter/noise in a view
  5. Move between categories: Similar to changing the order of the triggers, you can also move the triggers to a different category. Similar to Trigger Categories
  6. Reporting: Within Explore, you can look at ticket history to see exactly how long a ticket was in certain statuses, who updated the status, and what statuses the ticket was in
  7. Exporting ticket views: When you export, you are able to see the Custom status (maybe another column for category)
  8. Character limit: I understand there needing to be a character limit but rather than forcing a truncation, having the ability to set how the status appears (appears on multiple lines, cuts off at this word, etc)
  9. Solved/Closed category: Having Closed be its own category so we can easily tell which ticket is closed and solved rather than looking at the bucket beside the subject - less visual confusion
  10. Scrolling in statuses: I understand that having all statuses visible would be rather large and eventually it would need to scroll. However, if there was the ability to set nested statuses, this could reduce the need for scrolling. Or the ability to set if you want statuses to scroll or minimize the text
  11. Status deletion: You should be able to delete a status. And if there are tickets associated with the status, then we should be able to set what status the tickets should be changed to OR have it retained by deactivating the status
  12. New statuses: Ability to add other options for New statuses for easier visibility
  13. Hide statuses: Ability to hide statuses but triggers can still action on them (like New, and Closed). There should be an option to hide from agents (just like end-users), deactivate or delete a status

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9 comments

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Shawna James

Community Product Feedback Specialist

Hey Sydney, 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 add you support by upvoting this post and/or adding your use case to the the comments below. Thank you again!

3


Hi,

we are hitting the same walls here.
We recently started using Zendesk with multiple support groups and some groups need other statussen than others.
So it would be great if we could:

  • limit the created status by group
  • change the colour by custom status
  • delete or move a custom status
  • not display the full status name in the views (or make it optional)

Thank you!

 

2


Hello,

This is causing problems with many of my new staff. They see the first option and choose it. Or they need to scroll to the bottom of a long list for every single ticket we close. Both scenarios are pretty bad.

Thanks.

2


I agree this is a very helpful feature when we have multiple groups using ZD and they don't all share the same statuses. 

1


+1.

The custom status also needs some dev work for us too and the below article also has similar details to this in terms of limiting custom statuses to different agent groups.

 

https://support.zendesk.com/hc/en-us/community/posts/5892776566682-Can-we-restrict-the-custom-ticket-status-basis-the-groups-role

0


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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: these are great feature requests and we have added many of them to the backlog for future consideration.  We sincerely appreciate the time to detail these improvements for custom ticket statuses. This means that we will think about adding these features and improvements 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. 

 

Sydney, I also understand that you continue to keep this list evergreen and I appreciate the attention to detail to include other Community members posts in these improvements. We are not able to respond to each individual improvement in terms of status but do want note that they have been captured. 

 

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.

0


+1 on this. 

These are some amazing improvement suggestions and we are in need of them as well. 

Mainly, we use them triggers and automations and we would like to be able to hide them to avoid human interference.

Being able to reorder them is a quite simply solution which is currently lacking unfortunately. Newly created Solved Category statuses appear at the bottom of the list making us misclick as we are used to the Solved status being at the bottom. 

3


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Sydney Neubauer

Zendesk Luminary

An update to this, ZD has released custom statuses tied to Groups HOWEVER it is not what it seems: Announcing group-level access for unified agent statuses – Zendesk help

 

What was launched: It means is that if the AGENT is in the GROUP, they can see the status. Which means it will show on all tickets they access as they are in that group. 

  • Example: if you are in all groups, you would see ALL statuses for all groups for every ticket.
  • Example: you are a manager and are just needing to look at the tickets in the group but not handle them. You work out of another group. You would have access to both custom group statuses even though you only work on your management tickets.

This is not what was expected or advertised as regarding group restrictions for Custom Statuses: https://support.zendesk.com/hc/en-us/community/posts/5892776566682/comments/6244916319386

What was expected: If the ticket was in a group with custom statuses, it would show the statuses associated with group the ticket is assigned to.

 

It becomes a matter of access the person has rather than access the ticket has. 

 

Conclusion: We still can't use this feature as the statuses would apply to all tickets and would not actually be restricted by group.

 

1


+ on changing color of custom statuses! 

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