Customize Status Field Values

Planifiée

123 Commentaires

  • Erin Boyle

    Hi all,

    While we are still not planning to allow custom or renamed statuses, we are ready to open up our beta for a new status called "On-hold."  On-hold means the ticket is waiting on some third party other than the requester or assignee.  If you're interested in participating in this beta, please fill out the form below.

    https://zendesk.wufoo.com/forms/status-onhold/

    Thanks,
    Erin 

    -3
  • Erin Boyle

    Hi Suresh,

    No, we don't allow any customizations of the Status field.

    Best,
    Erin

    -6
  • Andrea Saez

    Interesting. As a product manager myself, I usually ask the question, "what problem are you trying to solve?" - so I can only ask the same, what problem are you trying to solve by using custom statuses that you can't use with current statuses? I saw someone earlier mention having a 'pending release' status, which can be replaced with the on-hold. The on-hold status is actually meant to be used like that, as SLA's don't affect it.

    You also have to keep in mind that Zendesk is ITIL based. You don't need a million different statuses (likewise, even types!) and even within development there are only a few types and statuses involved. Still curious to understand the need behind so many different statuses. Also keep in mind different statuses affect and involve SLA's, and by adding more, you're then changing how SLA's + ITIL practices interact with each other.

    The gang at Zendesk are incredible, and I don't think they aren't listening to customer needs, but rather trying to solve problems that make sense.  ✌🏻

    -6

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