Ability to show On-hold Status on Customer Portal

Planifiée

83 Commentaires

  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Hi all


    I'm happy to let you know that this feature request has now finally made it onto our roadmap. At this point I cannot share the timeline, but I will update this post when there is relevant news.

    1
  • Lohith S

    Any time line for considering this ?

    1
  • Brett Bowser
    Zendesk Community Manager

    Hey Lohith,

    No timeline to provide at this time but we will update this post once we have more information!

    Thanks :)

    0
  • @... Do you have an update on when this will be released? We are Zendesk Partners and are currently rolling out a large enterprise project here in APAC and this feature is a big show stopper as it causes a bad experience for anyone with a ticket inside the organization. 

    This org, needs tickets to be put on hold, whilst the works are carried out and they require the end-user to know the ticket is on-hold during this period of time. 

    1
  • Ron van Berlo

    We are also facing this issue. 
    Would be very helpful if this feature will be available soon.

     

    0
  • James Peterson

    @... @... - have you been able to find a solution for this?  We've implemented some custom JS code on our Help Centre to handle this use case, perhaps custom code would be an option for you as well?

     
     
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  • Ron van Berlo

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

    1
  • James Peterson

    Hi Ron,

    I think every case would be unique, but in general you can leverage the Zendesk REST API Requests endpoint here.  You can GET all of the signed in user's tickets and statuses.  Then you can manipulate the UI via Javascript based on the status and your own use case.  Happy to discuss in further detail if you can share more specifics about your use case.

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  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Hi all

    I'm excited to tell you that we are now working on a feature that will let you show on hold statuses to your users in the customer portal.

    Expect more news latest in december.

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  • Holly Jania

    Have there been any updates to this? Clients can now select "Open" "Awaiting your reply" and "Solved" But I still don't see an option for "On-hold"?

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  • bill cicchetti

    Any update on when this feature will be incorporated? The last note said we would have an update in December of last year.

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  • Jill Cantrell

    Hi, I completely agree with all the posts above. Like Jodie we have been using the Zendesk system for a couple of years now, and I had no idea our customers weren't seeing the same ticket status that we see for On Hold tickets.  Having them display as "Open" gives customers the impression that we are "sitting on our hands" on certain tickets. Please get this changed as soon as possible!

    3
  • Agyeman Danso

    Any updates on this? We really want our end users to see the same status as the agents. Not sure why anyone would have ever created the status' to be different, it doesn't make any sense. Lets fix this please.

    2
  • Tom Weinstock

    Agree with everyone above...please get this out there.  Is there an ETA yet?  Last word from Zendesk appears to be from February 2022.  

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  • Gaurav Parbat
    Zendesk Product Manager

    Hello everyone. The ability to show any status to your end users through the help center will be enabled through custom ticket statuses. If you would like to know more, we have a closed EAP on the way for this feature. I can enable it in a production or sandbox environment after you sign up through this sheet.  CTS Closed EAP Signup

    There are certain criteria for this EAP

    • Participants must be on the new Agent Workspace
    • Participants must know and accept that not all features will work with custom statuses during the EAP
    • Participants may be willing to provide feedback on their experience
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  • Tom Weinstock

    I was able to remedy this with custom JavaScript.  The requests API has the correct hold status, so I used a JSON call to grab that status and then used it to manipulate the requests page so that it displays correctly.  If anyone is interested, here's how I did it.  Back up your original code before making any changes.

    Add this the document_head.hbs file:  <script src="https://code.jquery.com/jquery-3.2.1.min.js"></script>

    See the attached screenshot for the requests_page.hbs changes.  

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  • John Baldwin

    Tom Weinstock:

    Can you post links on how to use the custom JavaScript?

    I am a newbie to Zendesk (and a very busy software engineer).  JavaScript is pretty easy but I don't know all the little details on how Zendesk uses it for customization or integration.

     

    We need end-users to see our ticket statuses in the Zendesk instance I help manage, because our end users aren't our end customers, they are a handful of close business partners who are our mutual customers' first line of support -- they file tickets with us when the problem is too technical for them to resolve.

    Under the current system, they cannot see which tickets are still awaiting triage, as opposed to being actively worked, as opposed to being Pending (holding for the partner or for the mutual customer), as opposed to On-Hold (awaiting an external party or a different part of our own organization).   We waste a lot of time just telling the partners what the latest actual status of their ticket is.

     

     

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  • Tom Weinstock

    John Baldwin

    Everything I did is in the screenshot above and the link to the jQuery that I am using for the call to grab the status from JSON.  Download the picture I attached and view it expanded.  Should help better explain.

    Tom

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  • John Baldwin

    Are the documents and requests pages something already accessible to an admin, or is this something I have to build from scratch?

     

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  • Tom Weinstock

    The hbs files are accessible via the Guide Admin in the Help Center.  You will need to "customize" your Help Center.  Keep in mind, that in doing so, you will not get updates to your specific help center template...assuming it's a canned version (Copenhagen theme) like ours.

    Search on Zendesk on how to make changes to the help center template.  Keep backups of the original code in case you need to undo something.

    Hope this helps.

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  • bill cicchetti

     

    Cant this be done using the new custom ticket statuses?

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  • hey John Baldwin

    This can now be achieved with Custom Ticket Statuses - which should be readily available for you to access inside your Zendesk account now. :)

    https://support.zendesk.com/hc/en-us/community/posts/4416481464730

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  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    John Baldwin For a general introduction to help center theming I would recommend starting with Customizing your help center theme.

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