Customize Status Field Values

18547870908 Are you able to please see if there's any update on when custom status' will be released?

If I manually assign a new ticket to one of my agents, I would like the status to stay as new and not change to open. Will this be addressed with the custom status fields? 

Is there any update from Zendesk Engineering Team? 

Sorry, Andrea, I don't doubt that the Zendesk gang is incredible, but leaving a customer request 12 years without action (even though MANY use cases were given), then finally starting a "research phase" which lasts over a year now, and not providing ANY updates or first research results is NOT incredible. Or maybe incredibly non-customer-facing.

We simply need to get rid of the enforced "Ticket turns OPEN on Agent assignment" (we can't distinct an "Open, we were working on it and the customer needs more help" from an "Open, but nothing at all happened to this request yet". 

Of course there may be a million use cases that could be collected to produce the "perfect" status system. But allowing custom statuses, e. g. assigned to system statuses as 274130026 did, would solved probably 80 % of the use cases, if not more, by maintaining all logics below (SLA metrics/targets, reporting, and so on).

The research on this could have started 2014 or 2016 or 2018 already but it didn't. This is why some of the reactions here, including mine, may sound a bit harsh. After all, we're only expressing our needs here, and Zendesk saying "We keep the system as it is, period" would maybe had been a smarter response...

Still hoping to see change here (or here) and wishing you all the best!
Oliver

Any updates on this?

It is incredibly frustrating to miss responses in tickets that are in an open state and get responded to by a customer and then stay in an open state.

We desperately need an additional status for tickets that are open but are waiting on a response from an agent.

Dear 6247018488

Can you give us visibility on when this feature will be released?
Thank you!

Hi Nicole,

I am aware of this, but the issue is not that we can't change the status to pending, the issue is that if someone is working on a ticket (open) and then a customer responds to the ticket (stays in open state) and then the agent sends a response to the customer and puts the ticket in a pending state, they may not see the response from the customer that was sent while they were working on it.

In this case, it would be good to have a state where the agent is working on a ticket, which is different from a state where a customer has responded to a ticket and is pending an action from the agent.

Please le me know if you need more clarification on this.

Hi Michael - 

The recommended best practice is to use the "pending" status for tickets where the last communication was from an agent. That's the intention of that status. So, open = it's being worked on by an agent/technician, and pending = waiting for the end user to respond. 

It would be extremely helpful for us to be able to distinguish between tickets that are Open (and being actively worked on by a technician) and tickets that are Open (and the last communication in the ticket was from the end-user eg. waiting on response). 

Without this, it is very difficult to see when an end-user asks a follow up question on a ticket that is in an open state.

Even something as simple as being able to just change the colour of the Open status icon from a red O to a green O or better yet, having the green O being the default colour when it's being worked on (instead of red for the traditional open state) and have the red O for when a customer responds to a ticket being worked on to let the technician know that they need to reply back to the end-user.

Hi Randall, 

As Gaurav, the product manager, mentioned above, creating the ability for some custom statuses is currently being worked on. We'll be sure to provide an update once it is in beta or released.