Allowing end users to see On-Hold

Planejada

16 Comentários

  • Comentário oficial
    Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Hi all, thank you for your feedback and I'm sorry we have not been able to accommodate this request yet.

    The good news is that we are planning to start work in Q4 2023 (Oct to EOY) to fully support Custom Ticket Statuses in the Customer portal which will allow customers who want to show On-hold to end users to do so and customers who wish to keep the current configuration or an entirely different configuration one to do so.

    We are expecting to be able to release it before EOY, but as always this is only the current expectation based on the knowledge we currently have and it may change.

  • Jose Del Rosario

    Just in a meeting and customer required it!

    2
  • Matthew Bell

    @...

    Brett Bowser

    Is this something that can be reviewed please?

    2
  • James Rabe

    This would be super useful. 

    2
  • Jose Del Rosario

    Tomer Ben Arye, good document but it's not clear to me when it will be added. Thanks

    1
  • Nicole Saunders
    Zendesk Community Manager

    Jose, we don't have an ETA announced yet. Since the feature is expected to be in beta (EAP = "Early Access Program") this month, they will need to see what the feedback from that is before they can accurately predict a delivery date. But it is a very good sign that it's headed into testing. 

    0
  • Rahul Sadhananthan

    Is there any update on this? Is this still in testing?

    0
  • Matthew Bell

    Nicole Saunders Is there any update following the EAP in June? 

    0
  • Jose Del Rosario

    Nicole Saunders, a positive update will be welcomed. Thanks

    0
  • Mark Pinfold

    The best workaround I have implemented to date is creating a trigger that emails the requester that their ticket is in on hold status when an agent uses that status and explains to them what that often means - including that it will look "open" in their activity. It's not a cure-all but it helps manage some expectations more accurately.

    Still, an update to this being something that can be implemented in an on/off format (tick box?) in support admin would be welcome. (EG: "Requester can see on-hold status on/off")

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey everyone,
     
    I'm happy to share that our Custom Ticket Statuses EAP is now in open beta. I would recommend taking a look at the following announcement as this new functionality should help get you the results you're looking for.
     
    Let us know if you have any questions!
    0
  • Rahul Sadhananthan

    I have read through this and it looks to be some custom statuses that Agents can use.

    But will the requester also be able to see these statuses - For eg, can they see 'On-hold' when ticket is 'On-hold'? Currently they see them as 'Open'?

    0
  • Priscila Santos

    Hi People,

    I saw the new ticket status feature is working.

    Do you know if the system is able to show on hold status for end user?

    My issue: we have some tickets shared by Zendesk option (sharing ticket) from a Support team in another region, so when we change the status in my region it change for them and set open status.

    Considering we are both support areas we would like to keep the same status for both areas it would help us to keep the alignment  about the status.

    0
  • Christine Diego
    Zendesk Customer Care
    Hi Priscila Santos,
     
    All ticket statuses can match, except for On-hold. When a ticket is changed to On-hold in one account, it will be submitted as Open in the other account for ticket sharing. We do not have any plans to change this behaviour at the moment but you can post this as feature request in our feedback forum
    0
  • Aaron Miller

    Just adding a twelfth voice that this feature really help our customers and I don't really understand why there's any separation.  A customer seeing "Open" when we see "On-hold" seems like a recipe for frustration.

    0

Por favor, entrar para comentar.

Powered by Zendesk