Customize Status Field Values
完了
投稿日時：2010年12月21日
It would be great to be able to customize the status field drop down and specify which status values are considered closed (and open for that matter) Much like Salesforce's Status picklist where you can check which values are default and closed
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152件のコメント
公式
Gaurav Parbat
Hey Everyone,
I am happy to let you know that Custom Ticket Statuses is now GA! Any customer on the Agent Workspace will have access to CTS and can use the feature in their Trial, Production, and Sandbox accounts.
The Announcement & Documentation can be found here.
Customers can now create new ticket statuses based on their business needs, use them in SLAs, Omnichannel routing, Automations, Triggers, Views, and report on them in Explore.
Post GA, we are focusing on adding more functionality such as deleting custom statuses, modifying status columns in views, and building support workflow specific statuses so processes such as Finance Review, Refund Requests, HR onboarding each can have a sub set of statuses unique to their workflow. All of these features will be delivered in 2023.
Thank you for your patience and help in building this feature!
Best Regards,
Gaurav Parbat
0
Nicole Saunders
Hi everyone! As Gaurav said, thank you all so much for your feedback and for playing a role in this feature development.
Since we've now delivered on this request, we're going to close this thread for further comment. If you have feedback on the new functionality, please start a new feedback thread. If you have questions about how to use it, you can post those in the Q&A discussion topic.
0
公式
Gaurav Parbat
Hey Everyone,
I am happy to let you know that Custom Ticket Statuses is now GA! Any customer on the Agent Workspace will have access to CTS and can use the feature in their Trial, Production, and Sandbox accounts.
The Announcement & Documentation can be found here.
Customers can now create new ticket statuses based on their business needs, use them in SLAs, Omnichannel routing, Automations, Triggers, Views, and report on them in Explore.
Post GA, we are focusing on adding more functionality such as deleting custom statuses, modifying status columns in views, and building support workflow specific statuses so processes such as Finance Review, Refund Requests, HR onboarding each can have a sub set of statuses unique to their workflow. All of these features will be delivered in 2023.
Thank you for your patience and help in building this feature!
Best Regards,
Gaurav Parbat
0
Dave Dyson
0
Amie - SuccessCX
1263082149949 The link to the announcement in your post is broken. Can you please fix it :)
0
Gaurav Parbat
Hello Everyone,
We are now in an Open EAP for Custom Ticket Statuses. Any customer on the Agent Workspace can participate in the EAP. You can enable custom ticket statuses from your Admin Center and use this feature in both your production and sandbox accounts. This EAP is available on all plan types and doesn’t require you to sign up to participate. Please read this announcement for more details.
Thanks,
Gaurav Parbat
0
Claire Flanagan
1263082087049 Thank you! I shared with my Help Desk leader to get us signed up.
0
Brett Bowser
Here's the correct link if you're still interested in joining the closed EAP: https://docs.google.com/forms/d/e/1FAIpQLScjVzHFpowQbgCZkhonYDzW11xYXeVQpDvIu1c4Yu5fWZi3bQ/viewform
I hope this helps!
1
Brett Bowser
Apologies for the confusion! As Gaurav mentioned, the EAP is limited which would explain why you don't have access to the link. You'd need to sign up on the form that Gaurav provided.
That being said, it looks like the form link isn't working properly so I will see if we can provide an updated link.
Stay tuned!
-1
Ad Astra Support
I’m not able to access the link as well.
0
Jysk IT en del af Sagro I/S
Thanks for the update with the test group - when do you plan to officially get this feature released?
1
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