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Can Zendesk offer the ability of having custom status separated by brands?



Posted Apr 08, 2024

We have few brands under the same default subdomain which means. I created some extra custom made statuses for a particular brand we are working on but I noticed these new statuses are visible to agents who use two other brands. The status list when clicking on the “submit” button shows all of them together and caused confusion among some of our agents. 

Is it possible for Zendesk to keep some statuses separated from each other when selecting a particular brand on the support side?, meaning if I select brand A and form A, it only shows a list of standard statuses but if I select Brand B and form B, it only shows standard statuses plus custom-made statuses I created for brand B. 

 

Thanks.

 

 


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3 comments

This is not currently possible however it's a very warranted feature request! Hopefully, it will come out soon. :)

 

I'd recommend you follow the existing feature request for this here: https://support.zendesk.com/hc/en-us/community/posts/5892776566682-Can-we-restrict-the-custom-ticket-status-basis-the-groups-role-?page=1#community_comment_6088826532506

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Hi Ami,

 

Thanks for letting me know, I am following the article you mentioned above, looking forward to getting updates about this topic in the near future. This is something we can greatly benefit from.

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Shawna James

Community Product Feedback Specialist

Hey Manuel,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. Per Amie's suggestion I would follow and engage with the older post with this feedback listed here. So we consolidate feedback here, I am going to close this post for community and encourage others to look to this older post for any updates the product team may be able to provide. Thank you again!

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