Pesquisas recentes


Sem pesquisas recentes

Customize Status Field Values

Concluído


Publicado 21 de dez. de 2010

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


163

152

152 comentários

Hi All, 

Has there been any update to this product enhancement? We have customers also requesting the option as raised by Laura Runnels in a previous comment update in being able to select "Open" and "Awaiting your reply" at the same time OR have an additional status item that covers both conditions.

regards,

Randall.

0


we need a new status called "in progress with Agent"

1


Amanda Morphew-Ulm thanks, unfortunately On-hold doesn't pause the Requester Wait Time, that would mean to use the Agent Work Time as resolution time SLA. We have various escalation points and wanted to use on-hold time to track that (support works = open/new vs others = on-hold) rather than customising metrics on field changes which is not very robust in Explore.

0


Traian Vila We use the On-Hold status for that type of use case; here is how to enable it, if that would work for you.

0


Hello,

Our use case is rather simple but tied to a strict Requester Wait Time SLA. We need a custom status that would pause the SLA for the tickets waiting for a defect fix. I've tried various options nothing really viable because the requester wait time is really paused only by Pending.

 

Thanks,

Traian

0


Hi JJ,

We are currently working on this feature. The link is still open for feedback and I encourage all customers to share their use cases. Custom Statuses does impact a majority of the modules and features within Zendesk,  hence getting this solution right and into the hands of customers is taking time. I will share more updates about a Beta and GA timelines over the next three months.  We are working hard to get this out as quickly as we can. 

Thanks,
Gaurav Parbat

0


@Jacob  Any news on when will custom statuses become available?

0


This feature would be very useful. We utilize a third party vendor for some issues. Through automations we are able to forward the request to them, but it causes confusion with our team when they receive a "Closed" reply. If the feature were available we would add something like "Forwarded" or something along those lines while having the internal value reflect "Closed." 

0


Hey all,

First off, I'd like to thank everyone here for your excellent feedback and exceptional patience regarding Custom Ticket Statuses. We hear you all and we really appreciate your passion for helping us continue to make Zendesk a better product. With that, I'm very excited to announce that we are officially kicking off the user research phase of Custom Ticket Statuses 🎉

We want to build the best product possible for you and to do that we need your help. If you're interested in using Custom Ticket Statuses at Zendesk, I would ask for five minutes of your time to fill in the Custom Ticket Status User Research survey 🙏 Looking forward to hearing from you!

 

Jacob Pandl

Engineering Lead | Ticketing

0


 

---User Research Invitation--

 

Hello Everyone!

 

Custom Ticket Status has been a long outstanding request for Zendesk Customers. We would like to know how this would impact your Zendesk instance and understand your use cases while we build more flexibility into Zendesk.

 

If you would like to participate in our user research program, please sign up through the following request form. It should not take more than 5 minutes. https://forms.gle/imQLZktEdh5wFPb16

1


Publicação fechada para comentários.

Não encontrou o que estava procurando?

Nova publicação