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How do I create and configure Form Based Ticket Statuses?
Posted Mar 26, 2024
Note: The ability to associate ticket statuses to forms is currently in a closed beta and not all functionality is available yet. If you try form based ticket statuses, share your feedback.
Zendesk offers a set of standard ticket statuses to help you manage your ticket workflows. When custom ticket statuses are activated, you can create additional ticket statuses that are more meaningful to your business and end users.
With form ticket statuses, you can define which custom ticket statuses should appear in certain ticket forms. Associating custom ticket statuses to forms allows you to only show ticket statuses that are relevant to the ticket an agent is working on. This results in a shorter list of ticket statuses in the status picker for agents to choose from and can help them select the appropriate status more quickly.
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Understanding form ticket statuses
Form ticket statuses are the standard and custom statuses you associate with your ticket forms. With ticket forms, you can allow forms to be applied to all your brands or only specific brands. Depending on how you’ve configured ticket forms, you can effectively restrict certain ticket statuses to specified brands when you associate statuses to forms. If you’ve restricted agent access to specific brands or are participating in the Brand spaces Early Access Program (EAP), then agents will only have access to the statuses that are associated with branded ticket forms.
Associating ticket statuses to forms allows you to only show ticket statuses that are relevant to the ticket an agent is working on. For example, say you have a ticket form for Customer Returns and an internal ticket form for Agent Onboarding. You can create custom ticket statuses that are relevant to each form, such as Refund issued or Training in process. By associating statuses to relevant forms, agents can quickly find the appropriate status.
About the agent experience with form ticket statuses
Agents can select the appropriate status from the status picker in the agent workspace. When agents switch the form applied to a ticket, the status picker updates to the statuses associated with the form. Agents benefit from form ticket statuses because they can quickly find the status relevant to a ticket and don’t have to scroll through a long list of statuses.
Associating ticket statuses to forms
Your default ticket statuses – initially, New, Open, Pending, On-hold (if activated), and Solved – are automatically associated with every form. If you’ve changed your default ticket status names, then those statuses appear on your forms.
Define which custom ticket statuses should appear on ticket forms so that only relevant statuses are displayed.
Note: If you have existing custom ticket statuses when form ticket statuses are activated for your account, they’re associated to all forms by default.
To associate ticket statuses to a form
- In Admin Center, click the Objects and rules icon (
) in the sidebar, then select Tickets > Ticket statuses.
A list of your active ticket statuses appears on the All Ticket statuses tab. If you haven’t created any custom ticket statuses yet, see Creating custom ticket statuses.
Tip: To view your default statuses, click the options menu icon () at the top of the table and select Default.
- Click the Form Ticket Statuses tab.
A list of your forms displays. - Click edit in the row of the form you want to associate ticket statuses with.
- Click the arrow next to each status category and select the statuses you want to associate with the form.
Note: Both active and inactive statuses appear. You can select active statuses only. To learn more, see Activating and deactivating a ticket status.
As you add statuses to the form, the status picker Preview updates. - Continue to add or remove statuses, then click Save.
The number of statuses associated with the form update on the Form Ticket Statuses tab and in the status picker in the agent interface.
Learn more about the agent experience with form ticket statuses.
Managing form ticket statuses
On the Form Ticket Statuses tab, you can edit which ticket statuses appear on your forms, view the number of standard and custom ticket statuses associated with each form, view which brands are assigned to the forms, search for forms, and filter forms by active status and brands.
To manage ticket forms, see:
Searching and filtering forms
Search for and filter forms on the Form Ticket Statuses tab to help quickly find the form whose statuses you want to manage.
To search and filter your forms
- In Admin Center, click the Objects and rules icon (
) in the sidebar, then select Tickets > Ticket statuses.
- To search for a specific form, enter a term in the search box.
- To filter forms by active status or brands, click Filter.
- Select Active or Inactive in the Form status menu.
To change a form’s status, see Activating and deactivating ticket forms. - Click the Forms associated with brands menu and select the brands you want to filter by.
To change the forms associated with a brand, see Assigning brands to a ticket form. - Click Apply filters.
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2 comments
Noelle Cheng
How can I sign up for this EAP?
1
Brandon Wang
When will this feature open to the public?
1