Ability to show On-hold Status on Customer Portal

Planifiée

67 Commentaires

  • Cynthia Balusek

    +1 for us.  We put enhancements in On Hold status 

    1
  • Tobias Hermanns

    +1 too

    1
  • Derek Campbell

    My use case is an internal software provider to a multi-national organisation.  We put all tickets on-hold that are either:

    • Waiting in the development backlog
    • Waiting on resolution by a third party provider of a solution component

    If a user looked at their tickets, 99% of them would be on-hold, apart from solved or closed tickets.

    I would like custom statuses to let our clients know which of the two above states their request is in.  In the meantime, is there any easy way to change the text "on-hold" to "waiting for development"?

    1
  • Eveliene van Dongen

    +1 for me as well. Did not know until today that our customers could not see the 'on hold' status! 

    1
  • Paulstolk

    I +1'ed this, I don't see why our clients shouldn't be able to see the 'on hold' status. 

    1
  • Harry Reiss

    +1. I cannot see any reason to hide the real status of a ticket from a client. Disguising 'on hold' tickets as 'open' misleads clients into thinking an issue is under active investigation when it is not. It is also confusing for agents who assign a status to a ticket expecting it to keep a client informed, only for that information to be filtered out.

    1
  • Irene Griffin

    I too would like on-hold to display for customers, so why not make it configurable? This thread started in 2014 and nothing has come of it, that I can see. Also, why can my customers only see back 2 months? Some of our tickets are older and we want them viewed by our customers. Any help is appreciated!

    1
  • Bill Cicchetti

    I understand some of the reasons some may not want the status to show in the My Activities page but in other cases the status means something to the end users versus say "open".  Since we have the option to use it in the Support page I feel it makes sense to make it an option to display it in the My Activities page to get the actual status of the ticket for the end users.

    1
  • M. A.

    I just like to know, what features is Zendesk adding if they are not doing this important feature?

    I can easily create a top 10 list after 15 min of going through the software. What does it take to get a request into Zendesk? and what is the product management team working on for the past year?

    1
  • Greg Bakken

    We have an inconsistent work-around for this problem.  Pre-pend the ticket subject with On-Hold: or On-Hold: Reason, then the rest of the subject.  Yes, this is manual and no, it still doesn't solve the big red "Open" icon problem, but it may alleviate it somewhat.

    Since it does not seem this will get taken up by Zendesk, any app developers out there want to crack this open and build an app?  I'm sure people would be willing to spend a few dollars for such a thing.

    1
  • Nina Farahi

    When will this be possible?

    When our customers view their list of tickets on the portal they are unable to determine which tickets are open vs on-hold as both open and on-hold show as open. We need the ability to show the On-hold status on the customer portal.

    1
  • Elizabeth

    This request has been open for over 6yrs.  Any thoughts on mayb implementing this?

     

    1
  • Ron van Berlo

    Jimmy Lin Where can i find the custom code? I guess it would be helpful for me as wel.

    1
  • Erin Boyle

    Hi Emily,

    Can you talk a little bit about why you might want to show your customers that a ticket is in "on-hold?"  Hearing a bit about your process and use case would be super helpful for us.

    Best,
    Erin

    0
  • Erin Boyle

    Hi all,

    I appreciate the feedback on your use cases. When we originally introduced the on-hold status, it was intended to help manage agent queues so that tickets that were technically still open but the agent couldn't directly impact yet weren't constantly in their views.  That being said, your use cases also sound perfectly reasonable - just not the original intent of the feature.

    We don't have any immediate plans to change this, but I also wouldn't call this "not planned" just yet.

    Best,
    Erin

    0
  • Anthony Lamb

    This is pretty annoying considering I have had a number of clients that have migrated from another system to ZenDesk.

    They find it frustrating that they cannot get the information that they were getting from the prior support system that clearly displayed the requests that were open with support (Open) and requests being worked on by third parties like development (On Hold)

    Another useful feature would be to have advanced filtering options for the end users so they can select multiple statuses to display all tickets not closed or resolved.

    Seems like ZenDesk is trying to make it too simple for end users at the cost of functionality that should be there for all users to be able to extract meaningful data from the system.

    0
  • Mike Pociask

    Yup, you nailed it, Jodie. We have the same exact issues and it feels like Zendesk is reluctant to do anything (even small things like this on-hold status) to bridge the gap for customers that use Zendesk in a B2B model.

    0
  • Jiri Subrt

    +1

    Hi, 

    our user case is similar to above ones. We have lots of tickets that are either:

    • Escalated to other teams that are outside support. And customer knows this and they know we need to wait for the resolution and that they shouldn't expect new updates soon.
    • Waiting for some future action (new release, approvals...) and they can't be either solved or set to pending because neither us nor them can progress it.

    It is especially important because unlike Freshdesk, Zendesk doesn't allow to create custom statuses! We used to have around 5 custom statuses in Freshdesk to distuinguish "waiting" tickets (such as "Waiting on Hardware". "Waiting on Backoffice"...). Also not ideal but it did suit us.

    0
  • Isaiah Henry

    Hi, 

    Seeing that this thread has been open for son long is there any update on if this will be a possible enhancement that would be done in the Help Center?

    It seems to benefit a lot of clients. 

    0
  • Hendrick Hassert

    Same need here - use On Hold to indicate that a request is taken care of by development. This information does not transfer to the customer portal.

    0
  • Nicole Saunders
    Zendesk Community Team

    This isn't something on the roadmap at this time, but you're welcome to continue sharing your detailed use cases and scope of impact (how many tickets this would apply to and how often). 

    0
  • Nicole Saunders
    Zendesk Community Team

    Hi all - 

    Please use the voting arrows on the original post to register your +1's and share detailed use cases in the comments. 

     

    Thanks!

    0
  • Nicole Saunders
    Zendesk Community Team

    Thanks for the feedback, Harry. 

    0
  • Joshua Stein

    Could someone from the Zendesk Product Team maybe clue us in on why the status for "on-hold" shows as "open" to the end-user? Maybe us knowing the thought-process behind that decision would help us connect the dots, as customers.

    0
  • M. A.

    It looks like customers priorities are different from Zendesk's product management priorities! Why the disconnect?

    My own customers have issues with the ticket reporting tool (Zendesk) but not with our product itself.

    0
  • Simonsen, Morten Achton

    I'll chime in with a "Please Zendesk, some of us paying customers would at least have the option to show the on-hold status to our customers".

    0
  • Krystal Sanhudo

    Same use case as the other software companies. We deliver reports that show the status as on-hold for bugs and change requests. Customers are expecting to see the same from the activities page. 

    thanks-

    0
  • Carole Coue

    Same use case for my company. We classify the ticket in "on-hold" status when a fixed version is expected.

    Our customers want to see the same status.

    Thanks

     

    0
  • Hugo Vieira

    If they add this feature, it will only become available on Professional or Enterprise plans, just like the majority of their so-called "new, innovative, never seen before unique set of features which you can only find on ZD". 

    0
  • Terje Kvambe

    Isn't this an easy thing to fix? Why discuss this for 6 years... :)

    0

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