Customize Status Field Values

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123 Commentaires

  • Thomas Dalen, van (IIIdefconIII)

    We are searching for a other product. This because we still cannot add a prefix or a custom status? Why is Zendesk not listing to its customers and fix this? Really disappointing.

     

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  • James P.

    +1 on this feature... Pretty shocking this isn't a feature... seems like such basic functionality to allow a customer to have the flexibility to have.

    Jr. level programing required it here seems.

    2
  • Tanya Anderson

    I've mentioned before in this thread, but now that Zendesk may be working toward this goal...  The reason we need a custom status is because we share one department's ticket with a 3rd party vendor who only bills once per month. So they leave the tickets they've worked on as Pending for up to 30 days.  This skews our metrics in this department to the point where we cannot even use metrics.    Neither we nor our 3rd party vendor can use On Hold or any other status is because in both of our cases those statuses have been assigned for other use within our organizations. Tags will not work for us.   Thanks for listening.

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  • David Lievense

    Another vote for this feature.  This is really critical!  Need ability to edit/rename statuses as well!

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  • Danny Reed

    Disappointing that this isn't available yet.  The lack of this feature limits the ability of Zendesk to support the processes of a business which are often more complex than 3 statuses can describe.  I've worked with other systems in the past and custom statuses allowed us to manage a ticket over it's journey through multiple departments.  

    I don't believe that the custom fields are a 1:1 replacement for this as others have mentioned.  Especially since you can't require a value in those.

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  • Ivo Pereira Tromm

    We understand that this suggestion is extremely valid. In addition, it would be important to be able to define what these statuses would look like for customers by defining the behavior and label presented internally to agents and externally to customers in the help desk.

     

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  • Stassa Miller
    Executives who make the decision to keep the Zendesk product, as well as B2B executives who review our service levels, need high-level transparent data to help determine worth. These changes will make the product more valuable, competitive and user-friendly.

    Configuration of Status "Pending" and "On-hold" need to be visible to end-users (clients)

    Make client-facing statuses editable so we can decide what wording displays to them.

    If it is transparent and shows Closed they know they need to create a new request as that one cannot be reopened.  

    Also, changing New to Awaiting Agent engagement instead of Open and adding Outsourced for Awaiting Third Party.

     

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  • Tyler Gould

    We would also like this feature.

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  • Colin Piper

    @Christina, first an apology, I did not see your request and sadly no one point it out to me.. 

    All, below is a flow of how I use my custom status field. I use the CloudSet Custom Status field to sync the custom field to the system field and the colour coding in the flow matches the system status values. Although I only show one On-Hold status, I actually have several allowing me to create views by who I am waiting on. External teams, developers, account managers etc etc. I used to do this with another field but agents found it too difficult to set two fields.

    Where I have a clock, this is an indication that an automation is used to move things through the workflow.

    One other small change in my production workflow is that the "Updated by Customer" now reflects the previous status, this way I can move things back to the previous status with ease if needed. Especially On Hold. 

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  • Coen Gortemaker

    well "pending customer update" is like the normal pending state, the customer needs to give a reaction. But what i mean is, a status the end-user can set himself like the on-hold status a agent has.

    It's because a end-user wants to be able to see in a glance what his/her tickets are that they need to respond on. If something is pending it's shows "awaiting for your response" in there ticket view and that's not completely true because it's work which is planned in the next week or so.

    And because a end-user cannot set his/her status to anything else than open, which is annoyingly because it has a red icon.
    So in the current situation i need to create triggers or automation's for every possible combination of "we are planning to get this fixed in the next week" to put it in on-hold.

    So still getting back to the main request in the whole story. The possibility for a "in progress" status or the end-user can set his ticket to on-hold.

    With the second one we can create workflows to automate responses etc, When it's the pending status this is way more difficult with other triggers that are in place.

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  • Eddie

    How do you add the ability on the "end user" side for the user to select a check box changing the ticket status to solved? I have seen this on a few other Zendesk portals and I was wondering how to add this to my tickets.

     

    It had an actual line at the bottom that said "please consider this request solved" with a check box.

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  • Andrew Tsao

    +1 for this feature. We would really like it. We have customers that log enhancement requests and this will allow us to set an "logged as enhancement" status for better tracking purposes. 

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  • Jason Neill

    This is very much a required Feature for Kinaxis.  We require the ability to quantify the number of cases in a certain status.  There is very much a need to have the status say one thing to the agent and another for the customer.

    ie Agent- waiting on server Customer - In progress

    There are certain steps we want to track to see why a case took a long time to close.  We dont want to expose those reasons to the customer.

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  • Kim Sillery

    This would be a fantastic option to have.. As our systems and project coordinator, I often have to reach out to different departments and offices... and having a "waiting on resolution " status would be ideal.. It would help keep track of where I am in the progress at a glance instead of going into each ticket... and this would help my team know where we stand quickly when they are trying to follow up for a customer. 

     

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  • Ayush Singh

    Hello all,

    I am part of the product team at Zendesk and our team would like to have a discussion and understand how your agent workflow is impacted by the underlying problem. 

    Kindly follow this link to book a time that works best for you: https://calendly.com/zendesk-ayush/30min.

    Best,
    Ayush
    Product Manager-Zendesk

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  • Pete Holborow

    Adding my voice to this as a desired feature.

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  • Matthew CHALLENGER

    +1 This feature.

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  • Manoj Tammali

    +1 for this feature. This is a very important and needed feature from our end as well.

    1
  • Chris Braley

    Very important feature. As we pass between teams I want to track the time in different teams and when we hand off to engineering who use JIRA

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  • Gerald Crawford

    +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.

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  • Tanya Anderson

    Hi Zendesk Team:  We also would like a custom status option.  Our reason is because we share some tickets with a 3rd party vendor who only bills once monthly. They don't close tickets until they've been billed, so we will have hundreds of tickets hanging out as "Pending" for up to 30 days. Tracking workflow is impossible for this department.  We cannot use the "On Hold" status for this issue because we currently reserve that status for when we are waiting for other 3rd party vendors to fix issues on their end so we can then support our teams.   

    It's 2018.  I see that this thread was begun in 2010.  It's time, please!  (please!)

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  • Darius Mohammadi

    Please make this a thing.

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  • Darius Mohammadi

    Then make it an optional feature. PLEASE add it in.

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  • Gerald Crawford

    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.  

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  • Gerald Crawford

    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

     

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  • AK

    +1 on this feature. This is our number 1 pain point with the product that clutters and complicates our workflow.

    I'll add like a previous user that we don't even need a custom one - just one more status! Call the status "Pickles" and add it to Zendesk and we'll be happy!

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  • Bradley Stewart

    +1 Custom statuses seem like a pretty basic request to me. Loved the ability to customize statuses in HappyFox

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  • Karen Lam

    +1 for custom statuses. My team works with different types of tasks (scheduled or planned tickets, questions, maintenance, vendor communications). Currently our main painpoint is our "open" queue is very bloated as it contains both actionable tickets (the requester has feedback to share) and scheduled updates which are ready but we are unable to push into production yet as the appropriate scheduled time hasn't passed. These tickets are in "open" because they require an action at some point in time, by the agent. We already utilize "pending" exclusively for any ticket type that is waiting for client feedback, and "On-Hold" for vendor communication or waiting for a company product release. So an additional status, or being able to customize/add additional statuses, would really help us with organizing our queue and correctly applying SLAs.

    Another issue which would be resolved with an additional status, is for SLA triggers. Currently our SLA breach reports are not accurate, as we have SLA timers for all open tickets (to ensure we're responding back to our clients), although we do use tags and at times manually modify the ticket urgency to reset or remove the SLA, there isn't an encompassing way, it seems, for us to maintain SLA breach reporting when our scheduled tickets continue to show a breach (scheduled tickets could range from hours, weeks or months before they are closed out).

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  • Martin Gyde

    +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)

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  • Amanda Morphew-Ulm

    This has come up as a need for our company, as we roll out Zendesk to more internal departments.

    Just the ability to change the wording of existing statuses - "Pending" to "Pending User Response", and "On-Hold" changed to "Waiting on Third Party" would help us eliminate a lot of training and re-training time. We have agents who use "On Hold" for every open ticket even though they've been trained otherwise; if we could put our expectation right on the button, that would help us all get and stay on the same page.

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