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Can we restrict the custom ticket status basis the groups/role?



Publication le 04 juil. 2023

Basically I want two agents to have different status available to them (Apart from the default status - New, Open, Pending, Solved).

 

Is it possible to make the custom status visible/invisible based on user's group/role, or any other paramter?


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34 commentaire

The Zendesk team needs to come reply/close out this thread. This was released as a feature last week and is now doable by limiting ticket statuses to your ticket forms… so as long as each of your groups uses a different ticket form this essentially accomplishes the same thing and allows you to only show relevant statues to agents https://support.zendesk.com/hc/en-us/articles/7755811560346-About-form-ticket-statuses 

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We have over 50 groups wanting different statuses. Do you have an ETA on when the Groups option will be added to this feature?

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+1

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+1 much needed feature.

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+1 

 

this would unlock value from the custom status' feature for us. Really interested in this. 

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+1 this is a must have

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+1 on this, need to be able to assign specific statuses to specific groups

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Any update on this? This would be a fantastic feature for managing multiple user groups workflows separately. It's bad enough we can't delete custom statuses once they're created, having an infinite list of statuses will be a terrible user experience across teams. 

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Our team is in need of a feature like this. We have separate groups that use zendesk in different ways and need custom statuses for each 

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Any update on this?

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