Gerald Crawford

+1 for this request. 

Seems like a very simple thing to incorporate. And one obviously needed. Pointless to have Internal/External comments if you are unable to filter that when printing as well.

Thank you

Hi Nicole,

Here is another situation that my team is running across.

We currently have the "Pending" status configured to automatically close in 7 days.  We have found this works for those situations in which we simply do not get a response back from a client.  

However, we do have several enterprise customers that quite typically will have cases open for a month because they want us to review them at a monthly meeting.  And then from that meeting we get to close them.  So we could (had have) had tickets sit in the "Open" bin for 30+ days as we wait for approval to close the ticket.  

We should be able to move them to "Pending" because we really are waiting on them to say "close it", but because we cannot create "Pending customer approval" or something similar, we have to let these tickets fester in the open buck.  I would love to even actually be able to have a "Closed" status that still shows up as open on the customer end.  Something I could say is closed for reporting purposes, but yet as far as the client is concerned it still displays as open.

That is why Zendesk would be so much more powerful if the development team would strip the workflow from the actual status field and move that to a status type.  Then people could configure the fields all day long and just apply a status type to the status they create.  The ability to customize things from a client perspective would increase ten fold if not more.

Just my two bits for the ZenDevTeam

 

Nicole,

Read back through this thread and you will find at least a half a dozen business cases for more flexibility in this function. And overwhelmingly the response is not that the current statuses do not work...it is 1) there is not enough of them 2) we want to name them differently for different functions.

Product management could move the current statuses to a "type" and develop some configurable functionality around them as well.  So that when we create a status we also assign a type to it.  That way the internal workflow processes you have could be applied to types of statuses instead of the actual status.  That would allow users to make the status field whatever they wanted as far as what it says.  And then apply an internal workflow from Zendesk to it.  

And provides some configurable features to those workflows.  Example:  An On Hold status type may have ability to configure the number of days before closing or something like that.  Yes that would be a great deal of re-arranging things inside Zendesk...but again this is something that has been requested here since 2010 and something that many of the competitors have the ability to do and still provide similar functionality that Zendesk has.  

+1

So it is 2018, this feature has been requested for many years and by many people and this still is not a feature.  Zen Team I would recommend paying attention to the client base.  There are far too many alternatives out there.  I used Zen back in the day when it was an opensource application, and at that time it was leading the way in ticket tracking and analytics.  But today we cannot even get statuses to be customizable to meet our needs....heck even being able to change the actual name from "open" to "open with a side of fries" would be a move in the right direction.