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Can we restrict the custom ticket status basis the groups/role?
Publicado 04 de jul. de 2023
Basically I want two agents to have different status available to them (Apart from the default status - New, Open, Pending, Solved).
Is it possible to make the custom status visible/invisible based on user's group/role, or any other paramter?
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34 comentários
Serge BERTAINA DUBOIS
+1
A must have !!
4
Roshni Daftary
I have different teams and they need different custom status's otherwise the status list is too long and not user friendly
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Ashley M
+1
2
Eric Kramer
We also have a number of different groups that need different statuses and adding all the statuses to a single list would make it too long. Finding a way to reduce the size of the list shown to any given agent would be a huge help.
1
Regina Giuliani
We too would like to see a way to segment the custom statuses by different groups.
1
Cathy L
Thanks everyone for your feedback! Sharing a few updates:
1. We are currently working on a capability to enable admins to associate custom statuses with individual ticket forms, which will be the first step toward providing a shorter, relevant list of statuses to agents in the ticket status picker. We're targeting a closed EAP in Q1 2024.
2. We also have it on our roadmap to enable group based statuses within a ticket form. For example, if only Group A is able to use Form A, then only group A will be able to use statuses 1, 2, and 3 that are associated with Form A.
3. The following is also under consideration: Form A has statuses 1, 2, 3, 4, 5, 6. Only Groups A and B use Form A. However, not all of the statuses on form A are relevant for both groups A and B. Therefore, Group A is associated w/ relevant statuses 1 and 2, Group B is associated w/ relevant statuses 3, and 4, and both Groups will be able to use relevant statuses 5 and 6.
For tickets using Form A, in the ticket status picker, Group A will see statues 1, 2, 5, 6 and Group B will see statuses 3, 4, 5, 6.
Would love to hear if these capabilities meet your needs - thank you!
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Dan R.
Thank you @...! For us, this would let us start being able to use Custom Statuses. I'll be sure to sign up for the EAP!
In the third example you gave, what would you expect would happen if someone from Group A needed to leave an internal note on a ticket assigned to Group B using a status they didn't have access to? Would they see that status? Would they be able to submit their note without changing the status?
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Cathy L
Hi Dan R., glad to hear these custom status enhancements would be useful for you!
Further discovery work is required for example 3, but initial thoughts are yes Group A should still be able to see the status of that ticket and yes they should be able to submit their note w/o changing the ticket status. Is that how you'd expect it to work?
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Morten Kristensen
Thanks @..., this would allow us to use the feature. We will sign up for the EAP when it's out
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Dan R.
Hey @...
Yes, your description for the third example lines up with what I'd expect. If the agent changed the status and submitted, they should not be able to change back to a the old status that they don't have ability to access. In short, I would think it depends on the operation the agent is doing with a ticket.
Create - Only their accessible statuses.
Update - Any of their accessible statuses + whatever status the ticket is currently in.
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Patty Ann, Salindong
Any news about this? It would be useful also for us.
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Rolf Hayes
+1
It would be a big help for us too. I have some statuses that are only used by triggers and at the moment I have to label these as "Do Not Use" to prevent agents from setting them which then appears funny when an agent looks at the ticket.
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Sydney Neubauer
+1 for this as well. I have created a general limitation post for custom ticket statuses: Custom Ticket Status limitations – Zendesk help
0
Aaron Laverack
+1
Would love to be a part of the EAP and try out this feature also :)This would work perfectly across our different teams.
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bianca bezerra
+1
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Marco
+1
@Zendesk
In addition to what is planned for Q1 2024 consisting in associate custom statuses with individual ticket forms (which is very useful!), we also propose a different approach that is more "workflow-oriented".
You can define custom statuses which may be NOT segregated by form or group. Conversely they're driven by a statuses-based workflow.
In other words, a custom status is NOT proposed/allowed if it is incompatible with current ticket status. This is similar to the workflows that you can actually define in JIRA.
Thanks.
0
Stephen
+1 on this front. Would love to be able to take part in this EAP.
Another feature that I would be interested in adding here:
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Milena Rusanova
+1
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Marco
@Cathy L
what about this EAP? We're in Q2 now
>1. We are currently working on a capability to enable admins to associate custom statuses with individual ticket forms, which will be the first step toward providing a shorter, relevant list of statuses to agents in the ticket status picker. We're targeting a closed EAP in Q1 2024.
0
Manuel Ninapaitan
+1 Same here, if we can have this feature, it will help a lot. I am for it, this is a must have.
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Manuel Ninapaitan
Hi Cathy, maybe you meant Q2?, Q1 already ended on March 31.
How can I enroll in the EAP you mentioned? I would like to be part of it.
Thanks.
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Efrat Barak Zadok
Any update on the enhancements shared here ? Any ETA?
0
Shawna James
We understand that waiting for the features you wish to see built can be frustrating. I do want to take a moment to reference our guidelines for product feedback. Product feedback that is provided in this space is not guaranteed to be included on any product backlog or roadmaps. While we listen and read every piece of feedback that comes through this forum, in some instances, our product teams need to make the tough decision to work in a direction that is not aligned with a particular piece of feedback, or things may take longer to build than expected. This Community forum is simply for sharing your challenges and how you use the product, but it is not a case/resolution system.
We appreciate your continued engagement in this space and look forward to sharing more soon. Thank you again!
0
David Durr
+1
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Amelia
Any update on this?
0
Cameron Eng
Our team is in need of a feature like this. We have separate groups that use zendesk in different ways and need custom statuses for each
0
Rob Simms
Any update on this? This would be a fantastic feature for managing multiple user groups workflows separately. It's bad enough we can't delete custom statuses once they're created, having an infinite list of statuses will be a terrible user experience across teams.
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Caroline Scott
+1 on this, need to be able to assign specific statuses to specific groups
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Paul Riscalla
+1 this is a must have
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Susan Goodman
+1
this would unlock value from the custom status' feature for us. Really interested in this.
0