mgp

This is still a very much wanted feature.

We have been using Zendesk as an internal ticket platform for years, but we are considering moving elsewhere once we start using Zendesk for our external support since this feature is yet to be implemented.

+1 For custom statuses.

Several issues can be addressed using this feature.

1. Better visibility for the agent and customer about the current state of the ticket (fx. work-in-progress)

2. Ability to set the triggers between each state:
Currently we sometimes send tickets acting a customer but our role in zendesk is Agent. Replying to mails as an agent will not trigger state changes in the same way as a End-use will, this is very confusing for people with a double role (Currently we have a trigger in place to address this issue, but would be easier if it was definable for all "hardcoded" state changes. (fx. a end-user will set a ticket to open using a mail reply, an agent will not)

3. Locate tickets with newly updated information
If I have a view with say 50 tickets all in the open state, meaning the Agent / Company is working on them, maybe we are implementing a feature or fixing something for the user. If the user adds value to the ticket, it will still just be open, aka I can't identify the ticket as an agent where changes has occurred on behalf of the user.

I would have to compare the updated timestamp and updated by an remember it since the last time I checked to see if any of my 50 tickets that are open have been changed. This is unpractical and would be addressed with a state like "working" or "in-progress" in a fx. green color. If the end-user adds value the ticket changes back to open and it's easy for the agent to identify it on the list and take the appropriate actions.

Currently to address to issue in-house we use Zendesk in reverse meaning of Pending and Open. Open means the end-user just replied and the agent has to do work. Pending means, the Agent has seen everything the end-user has sent and now a team or other agent is working on the ticket until it's completed. (This confuses people who uses the customer portal, since all tickets are asking for a reply from them)