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

16 Commentaires

  • Serge BERTAINA DUBOIS

    +1
    A must have !!

    2
  • Roshni Daftary

    I have different teams and they need different custom status's otherwise the status list is too long and not user friendly

    2
  • Ashley Moore

    +1

    1
  • Eric Kramer

    We also have a number of different groups that need different statuses and adding all the statuses to a single list would make it too long. Finding a way to reduce the size of the list shown to any given agent would be a huge help.

    1
  • Regina Giuliani

    We too would like to see a way to segment the custom statuses by different groups.

    1
  • Cathy L
    Zendesk Product Manager

    Thanks everyone for your feedback! Sharing a few updates:

    1. We are currently working on a capability to enable admins to associate custom statuses with individual ticket forms, which will be the first step toward providing a shorter, relevant list of statuses to agents in the ticket status picker. We're targeting a closed EAP in Q1 2024.

    2. We also have it on our roadmap to enable group based statuses within a ticket form. For example, if only Group A is able to use Form A, then only group A will be able to use statuses 1, 2, and 3 that are associated with Form A. 

    3. The following is also under consideration: Form A has statuses 1, 2, 3, 4, 5, 6. Only Groups A and B use Form A. However, not all of the statuses on form A are relevant for both groups A and B. Therefore, Group A is associated w/ relevant statuses 1 and 2, Group B is associated w/ relevant statuses 3, and 4, and both Groups will be able to use relevant statuses 5 and 6. 

    For tickets using Form A, in the ticket status picker, Group A will see statues 1, 2, 5, 6 and Group B will see statuses 3, 4, 5, 6. 

    Would love to hear if these capabilities meet your needs - thank you!

    3
  • Dan R.
    Community Moderator
    Zendesk Luminary

    Thank you @...! For us, this would let us start being able to use Custom Statuses. I'll be sure to sign up for the EAP!

    In the third example you gave, what would you expect would happen if someone from Group A needed to leave an internal note on a ticket assigned to Group B using a status they didn't have access to? Would they see that status? Would they be able to submit their note without changing the status?


    0
  • Cathy L
    Zendesk Product Manager

    Hi Dan R., glad to hear these custom status enhancements would be useful for you!

    Further discovery work is required for example 3, but initial thoughts are yes Group A should still be able to see the status of that ticket and yes they should be able to submit their note w/o changing the ticket status. Is that how you'd expect it to work?

     

    0
  • Morten Kristensen
    Zendesk Luminary

    Thanks @..., this would allow us to use the feature. We will sign up for the EAP when it's out

    0
  • Dan R.
    Community Moderator
    Zendesk Luminary

    Hey @...

    Yes, your description for the third example lines up with what I'd expect. If the agent changed the status and submitted, they should not be able to change back to a the old status that they don't have ability to access. In short, I would think it depends on the operation the agent is doing with a ticket. 

    Create - Only their accessible statuses.
    Update - Any of their accessible statuses + whatever status the ticket is currently in.

    0
  • Patty Ann, Salindong

    Any news about this? It would be useful also for us. 

    1
  • Rolf Hayes

    +1

    It would be a big help for us too.  I have some statuses that are only used by triggers and at the moment I have to label these as "Do Not Use" to prevent agents from setting them which then appears funny when an agent looks at the ticket.

    0
  • Sydney Neubauer
    Zendesk Luminary

    +1 for this as well. I have created a general limitation post for custom ticket statuses: Custom Ticket Status limitations – Zendesk help

    0
  • Aaron Laverack

    +1

    Would love to be a part of the EAP and try out this feature also :)This would work perfectly across our different teams.

    0
  • bianca bezerra

    +1

    0
  • Marco

    +1

    @Zendesk

    In addition to what is planned for Q1 2024 consisting in associate custom statuses with individual ticket forms (which is very useful!), we also propose a different approach that is more "workflow-oriented".

    You can define custom statuses which may be NOT segregated by form or group. Conversely they're driven by a statuses-based workflow.
    In other words, a custom status is NOT proposed/allowed if it is incompatible with current ticket status. This is similar to the workflows that you can actually define in JIRA.

    Thanks.

    0

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