Mounika Sanikommu

Zendesk는 양식 기반 사용자 지정 티켓 상태의 정식 출시를 발표하게 되어 기쁩니다. 양식 기반 티켓 상태를 사용하면 특정 티켓 양식에 표시할 티켓 상태를 정의할 수 있습니다.

본 발표에서는 다음과 같은 주제를 다룹니다.

• 무엇이 변경되나요?
• Zendesk에서 이러한 변경을 하는 이유가 무엇인가요?
• 어떻게 해야 하나요?

무엇이 변경되나요?

양식 기반 사용자 지정 티켓 상태를 도입하여 사용자 지정 티켓 상태의 기능을 확장하고 있습니다.

이제 관리자가 특정 티켓 양식에 표시할 티켓 상태를 정의할 수 있습니다. 티켓 상태를 양식에 연결하면 사용할 때마다 티켓 상태가 지정된 양식에 자동으로 적용됩니다.

양식 기반 티켓 상태를 사용하면 특정 전후상황이나 문의 유형에 맞게 티켓 작성 워크플로우를 조정할 수 있어 유연성이 향상되므로 상담사가 가장 관련성 높은 상태를 사용할 수 있습니다. 상담사는 작업 중인 티켓 양식과 관련된 상태만 볼 수 있습니다.

예를 들어 '버그 신고'에 대한 티켓 양식이 있는 경우 '조사 중' 또는 '수정 대기 중'과 같은 사용자 지정 상태를 정의할 수 있습니다. 상담사가 연결된 양식을 선택할 때마다 이러한 상태를 자동으로 사용할 수 있습니다.

Zendesk에서 이러한 변경을 하는 이유는 무엇인가요?

양식 기반의 동적 티켓 상태가 없어 상담사들이 어려움을 겪고 있다는 피드백에 대한 응답으로 이번 변경을 수행하고 있습니다. 상담사는 관련 없는 상태를 탐색하거나 적절한 옵션을 수동으로 선택해야 하는 경우가 많아 티켓 처리 속도가 느려지고 오류 가능성이 높아졌습니다.

이번 변경으로 이제 특정 양식과 연결된 티켓 상태를 유연하게 맞춤화할 수 있습니다. 이로써 상담사가 전후상황에 맞게 가장 관련성 높은 상태만 볼 수 있어 궁극적으로 점점 더 다양해지고 복잡해지는 지원 워크플로우를 지원할 수 있습니다.

어떻게 해야 하나요?

이 기능은 자동으로 제공됩니다. 자세히 알아보려면양식 티켓 상태에 대한 정보를 참조하세요.

이 발표와 관련된 피드백이나 질문이 있으시면 고객 제품 피드백을 수집 및 관리하는 커뮤니티 포럼을 방문하세요. Zendesk 제품에 대한 일반적인 지원은 Zendesk 고객 지원팀에 문의하세요.

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.