Mounika Sanikommu

フォームベースのカスタムチケットステータスが一般公開されました。フォームベースのチケットステータスを使用すると、どのチケットステータスをどのチケットフォームに表示するかを定義できます。

このお知らせには以下の内容が含まれています。

• 変更内容
• Zendeskがこれらの変更を行う理由
• 必要となる作業

変更内容

フォームベースのカスタムチケットステータスを導入することで、カスタムチケットステータスの機能が拡張されます。

管理者は、特定のチケットフォームに表示するチケットステータスを定義できます。チケットステータスをフォームに関連付けると、指定したフォームを使用するたびに、チケットステータスが自動的に適用されます。

フォームベースのチケットステータスを使用すると、特定のコンテキストや問い合わせのタイプに合わせてチケットワークフローをカスタマイズできるため、柔軟性を強化できます。エージェントは最も関連性の高いステータスを利用できます。エージェントには、作業中のチケットフォームに関連するステータスのみが表示されます。

たとえば、「バグレポート」用のチケットフォームがある場合は、「調査中」や「修正待ち」といったカスタムステータスを定義できます。これらのステータスは、関連するフォームをエージェントが選択すると自動的に表示されます。

Zendeskがこれらの変更を行う理由

この変更は、柔軟性に欠けるフォームベースのチケットステータスがエージェントの作業を難しくしているというフィードバックに基づいて行われました。多くの場合、エージェントは関係のないステータス間を移動したり、適切なオプションを手動で選択したりする必要があるため、チケット処理が遅くなり、エラーが発生しやすい状況にありました。

この変更により、特定のフォームに関連付けるチケットステータスを柔軟にカスタマイズできるようになります。エージェントは適切なコンテキストで最も関連性の高いステータスのみを確認できます。最終的には、多様化・複雑化するサポートワークフローにも対応します。

提供終了に伴い必要となる作業

この機能は自動的に利用可能になります。「フォームのチケットステータスについて」を参照してください。

この発表に関連するフィードバックや質問がある場合は、コミュニティフォーラムにアクセスしてください。このフォーラムでは、顧客から寄せられた製品フィードバックを収集し管理しています。Zendesk製品に関する一般的なサポートについては、Zendeskカスタマーサポートにお問い合わせください。

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.