Mounika Sanikommu

Zendesk è lieta di annunciare la disponibilità generale degli stati dei ticket personalizzati basati su moduli. Con gli stati dei ticket basati su moduli, puoi definire quali stati dei ticket visualizzare in determinati moduli dei ticket.

Questo annuncio include i seguenti argomenti:

• Cosa cambia?
• Perché Zendesk ha deciso di apportare questa modifica?
• Che cosa devo fare?

Cosa cambia?

Stiamo ampliando le funzionalità degli stati dei ticket personalizzati introducendo gli stati dei ticket personalizzati basati su moduli.

Gli amministratori ora possono definire quali stati dei ticket devono apparire in determinati moduli ticket. Quando associ gli stati dei ticket ai moduli, questi vengono applicati automaticamente al modulo specificato ogni volta che viene usato.

Gli stati dei ticket basati su modulo migliorano la flessibilità consentendo di personalizzare i workflow di ticketing in base al contesto o al tipo di richiesta specifici, garantendo agli agenti gli stati più pertinenti a loro disposizione. Gli agenti vedono solo gli stati pertinenti al modulo ticket su cui stanno lavorando.

Ad esempio, se disponi di un modulo ticket per "Segnalazione bug", puoi definire stati personalizzati come "Indagine in corso" o "In attesa di soluzione". Questi stati sono disponibili automaticamente ogni volta che un agente seleziona il modulo associato.

Perché Zendesk ha deciso di apportare questa modifica?

Stiamo apportando questa modifica in risposta al tuo feedback sul fatto che la mancanza di stati dei ticket dinamici basati su moduli ha creato problemi per gli agenti. Gli agenti spesso dovevano navigare tra stati irrilevanti o selezionare manualmente le opzioni appropriate, il che rallentava la gestione dei ticket e aumentava la probabilità di errori.

Con questa modifica, ora hai la flessibilità di personalizzare gli stati dei ticket associati a determinati moduli. Ciò garantisce che gli agenti vedano solo gli stati più pertinenti nel giusto contesto e, in definitiva, supporta workflow di assistenza sempre più diversificati e complessi.

Che cosa devo fare?

Questa funzione è disponibile automaticamente. Per ulteriori informazioni, consulta Informazioni sugli stati dei ticket dei moduli.

Per lasciare un feedback o per eventuali domande in merito a questo annuncio, visita il forum della community, dove vengono raccolti e gestiti i feedback dei clienti sui prodotti. Per ricevere assistenza generica con i prodotti Zendesk, contatta l’assistenza clienti 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.