Recent searches
No recent searches
Mounika Sanikommu
Joined May 30, 2024
·
Last activity Sep 12, 2024
Following
0
Followers
0
Total activity
25
Votes
0
Subscriptions
15
ACTIVITY OVERVIEW
BADGES
ARTICLES
POSTS
COMMUNITY COMMENTS
ARTICLE COMMENTS
ACTIVITY OVERVIEW
Latest activity by Mounika Sanikommu
Mounika Sanikommu created an article,
Announced on | Rollout starts | Rollout ends |
October 15, 2024 | October 15, 2024 | October 21, 2024 |
Zendesk is pleased to announce the general availability of form-based custom ticket statuses. With form-based ticket statuses, you can define which ticket statuses appear in certain ticket forms.
This announcement includes the following topics:
What is changing?
We’re expanding the functionality of custom ticket statuses by introducing form-based custom ticket statuses.
Admins can now define which ticket statuses should appear in certain ticket forms. When you associate ticket statuses to forms, they’re automatically applied to the specified form whenever it’s used.
Form-based ticket statuses enhance flexibility by allowing you to tailor your ticketing workflows to the specific context or type of inquiry, which ensures agents have the most relevant statuses available to them. Agents only see the statuses relevant to the ticket form they’re working on.
For example, if you have a ticket form for "Bug Report," you could define custom statuses like "Under Investigation" or "Awaiting Fix". These statuses are automatically available whenever the associated form is selected by an agent.
Why is Zendesk making this change?
We’re making this change in response to your feedback that the lack of dynamic, form-based ticket statuses created challenges for agents. Agents often had to navigate through irrelevant statuses or manually select appropriate options, which slowed down ticket handling and increased the likelihood of errors.
With this change, you now have the flexibility to customize which ticket statuses are associated with certain forms. This ensures that agents only see the most relevant statuses in the right context and, ultimately, supports your increasingly diverse and complex support workflows.
What do I need to do?
This feature is automatically available. See About form ticket statuses to learn more.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Edited Oct 15, 2024 · Mounika Sanikommu
7
Followers
2
Votes
0
Comments
Mounika Sanikommu created a post,
We're excited to announce the expansion of our beta program for form-based custom ticket statuses! Due to the positive feedback and success we've seen so far, we're extending this feature to a select group of additional customers.
This enhancement allows you to tailor ticket statuses to better fit your workflow, providing more flexibility and improving overall efficiency. If you're interested in participating in this expanded beta, please fill out this form. Your feedback is invaluable in helping us refine and perfect this feature before its general release.
Thank you for your continued support and collaboration!
Posted Jul 30, 2024 · Mounika Sanikommu
0
Followers
0
Votes
0
Comments
Mounika Sanikommu created a post,
We are writing to inform you about an important update to the Form Ticket Statuses Beta feature. These changes are designed to improve your experience and streamline your workflows. We appreciate your participation in the beta and your valuable feedback, which has guided us in enhancing the experience. Please read the following information carefully to understand the changes and any actions required on your part.
Previous Behavior:
- Previously, forms with no statuses associated would show all statuses in the Ticket UI, but this proved confusing and restrictive based on your feedback.
New Behavior:
- We executed a one-time conversion for any forms that had no custom statuses selected (and therefore all statuses selected) in order to maintain your current functionality.
- We will create associations for all default statuses only for forms with no existing associations.
- Default statuses will always be selected on all forms.
- When a new custom status is created, it will not be added to any existing forms and must be configured on each form.
- We are currently working on an enhancement to the custom status creation workflow that allows you to associate a new status to all desired forms.
- The status picker will now show only default statuses for forms with no associations.
- Existing associations will remain unchanged.
What You Need to Do:
- Update Form Statuses: Please review and update your form status associations as needed to ensure they reflect your desired configurations.
When will the enhancement be available:
- The enhancement is scheduled to be available by the end of next week.
As always if you have any questions or concerns please post them in this community, your feedback has already been invaluable in improving this beta and I really appreciate everyone that has chimed in thus far.
Posted Jul 19, 2024 · Mounika Sanikommu
0
Followers
2
Votes
0
Comments
Mounika Sanikommu commented,
Hey everyone, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it 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.
View comment · Posted Jul 10, 2024 · Mounika Sanikommu
0
Followers
0
Votes
0
Comments
Mounika Sanikommu commented,
Hey everyone, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it 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.
View comment · Posted Jul 10, 2024 · Mounika Sanikommu
0
Followers
0
Votes
0
Comments
Mounika Sanikommu commented,
Hey everyone, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it 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.
View comment · Posted Jul 10, 2024 · Mounika Sanikommu
0
Followers
0
Votes
0
Comments
Mounika Sanikommu commented,
Hey Brandon, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.
View comment · Posted Jul 10, 2024 · Mounika Sanikommu
0
Followers
0
Votes
0
Comments
Mounika Sanikommu commented,
Hey everyone, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
This is great feedback and I have added it to the backlog for future consideration. This means that we will think about adding it 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.
View comment · Posted Jul 10, 2024 · Mounika Sanikommu
0
Followers
0
Votes
0
Comments
Mounika Sanikommu commented,
Hey CJ Johnson, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.
View comment · Edited Jul 12, 2024 · Mounika Sanikommu
0
Followers
0
Votes
0
Comments
Mounika Sanikommu commented,
Thank you all for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it 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.
View comment · Posted Jul 08, 2024 · Mounika Sanikommu
0
Followers
0
Votes
0
Comments