Mounika Sanikommu

Zendesk a le plaisir d'annoncer que les statuts de ticket personnalisés basés sur les formulaires sont désormais disponibles pour tous. Avec les statuts de ticket basés sur les formulaires, vous pouvez définir les statuts de ticket qui apparaissent dans certains formulaires de ticket.

Cette annonce couvre les sujets suivants :

• Qu’est-ce qui va changer ?
• Pourquoi cette modification ?
• Que dois-je faire ?

Qu’est-ce qui va changer ?

Nous élargissons la fonctionnalité de statuts de tickets personnalisés en introduisant des statuts de tickets personnalisés basés sur les formulaires.

Les administrateurs peuvent désormais définir les statuts de tickets qui doivent apparaître dans certains formulaires de ticket. Lorsque vous associez des statuts de tickets à des formulaires, ils sont automatiquement appliqués au formulaire spécifié chaque fois qu'il est utilisé.

Les statuts de tickets basés sur les formulaires offrent une plus grande flexibilité en vous permettant d'adapter vos workflows de tickets au contexte spécifique ou au type de demande, ce qui permet aux agents d'avoir les statuts les plus pertinents à leur disposition. Les agents ne voient que les statuts du formulaire de ticket sur lequel ils travaillent.

Par exemple, si vous avez un formulaire de ticket pour « Signalement d'un bug », vous pouvez définir des statuts personnalisés tels que « En cours d'investigation » ou « En attente de correction ». Ces statuts sont automatiquement disponibles chaque fois que le formulaire associé est sélectionné par un agent.

Pourquoi cette modification ?

Nous apportons cette modification en réponse à vos commentaires selon lesquels l'absence de statuts de tickets dynamiques et basés sur les formulaires représentait une difficulté pour les agents. Ces derniers devaient souvent parcourir des statuts non pertinents ou sélectionner manuellement les options appropriées, ce qui ralentissait le traitement des tickets et augmentait la probabilité d'erreurs.

Cette modification vous permet désormais de personnaliser les statuts de tickets associés à certains formulaires. Cela garantit que les agents ne voient que les statuts les plus pertinents dans le bon contexte et apporte ainsi plus de soutien à vos workflows d'assistance toujours plus diversifiés et complexes.

Que dois-je faire ?

Cette fonctionnalité est automatiquement disponible. Consultez À propos des statuts des tickets de formulaire pour en savoir plus.

Si vous avez des commentaires ou des questions au sujet de cette annonce, consultez le forum communautaire, sur lequel nous recueillons et gérons les commentaires des clients sur nos produits. Pour obtenir de l’aide d’ordre général concernant vos produits Zendesk, contactez l’Assistance client Zendesk.

We're excited to announce the expansion of our beta program for form-based custom ticket statuses! Due to the positive feedback and success we've seen so far, we're extending this feature to a select group of additional customers.

This enhancement allows you to tailor ticket statuses to better fit your workflow, providing more flexibility and improving overall efficiency. If you're interested in participating in this expanded beta, please fill out this form. Your feedback is invaluable in helping us refine and perfect this feature before its general release.

Thank you for your continued support and collaboration!

We are writing to inform you about an important update to the Form Ticket Statuses Beta feature. These changes are designed to improve your experience and streamline your workflows. We appreciate your participation in the beta and your valuable feedback, which has guided us in enhancing the experience. Please read the following information carefully to understand the changes and any actions required on your part.

Previous Behavior:

• Previously, forms with no statuses associated would show all statuses in the Ticket UI, but this proved confusing and restrictive based on your feedback.

New Behavior:

• We executed a one-time conversion for any forms that had no custom statuses selected (and therefore all statuses selected) in order to maintain your current functionality.
• We will create associations for all default statuses only for forms with no existing associations.
• Default statuses will always be selected on all forms.
• When a new custom status is created, it will not be added to any existing forms and must be configured on each form.
• We are currently working on an enhancement to the custom status creation workflow that allows you to associate a new status to all desired forms.
• The status picker will now show only default statuses for forms with no associations.
• Existing associations will remain unchanged.

What You Need to Do:

• Update Form Statuses: Please review and update your form status associations as needed to ensure they reflect your desired configurations.

When will the enhancement be available:

• The enhancement is scheduled to be available by the end of next week.

 As always if you have any questions or concerns please post them in this community, your feedback has already been invaluable in improving this beta and I really appreciate everyone that has chimed in thus far.

Hey everyone, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

Hey everyone, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

Hey everyone, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

Hey Brandon, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.

Hey everyone, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

This is great feedback and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

Hey CJ Johnson, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.

Thank you all for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.