Mounika Sanikommu

A Zendesk tem o prazer de anunciar a disponibilidade geral dos status personalizados de ticket baseados em formulário. Com os status de ticket baseados em formulário, é possível definir quais status de ticket serão exibidos em determinados formulários de ticket.

Este anúncio inclui os seguintes tópicos:

• O que está mudando?
• Por que a Zendesk está fazendo essa alteração? 
• O que devo fazer?

O que está mudando?

Estamos expandindo a funcionalidade dos status personalizados de ticket com a introdução dos status personalizados de ticket baseados em formulário.

Agora, os administradores podem definir quais status de ticket devem aparecer em determinados formulários de ticket. Ao associar os status de ticket aos formulários, eles são aplicados automaticamente ao formulário especificado sempre que ele for usado.

Os status de ticket baseados em formulário aumentam a flexibilidade, permitindo personalizar fluxos de trabalho de tickets de acordo com o contexto ou tipo específico de consulta, o que garante que os agentes tenham os status mais relevantes disponíveis para eles. Os agentes veem apenas os status relevantes do formulário de ticket no qual estão trabalhando.

Por exemplo, se tiver um formulário de ticket para "Relatório de bug", você poderá definir os status personalizados como "Sob investigação" ou "Aguardando correção". Esses status ficam disponíveis automaticamente sempre que o formulário associado for selecionado por um agente.

Por que a Zendesk está fazendo essa alteração?

Estamos fazendo essa alteração em resposta ao feedback de que a falta de status de ticket dinâmicos e baseados em formulário criava desafios para os agentes. Em geral, os agentes tinham que navegar por status irrelevantes ou selecionar manualmente as opções apropriadas, o que atrasava o gerenciamento de tickets e aumentava a probabilidade de erros.

Com essa alteração, agora você tem a flexibilidade de personalizar quais status de ticket são associados a determinados formulários. Isso garante que os agentes vejam apenas os status mais relevantes no contexto certo e, por último, oferece suporte a fluxos de trabalho de suporte cada vez mais diversificados e complexos.

O que devo fazer?

Esse recurso está disponível automaticamente. Consulte Sobre os status de ticket de formulário para saber mais.

Em caso de dúvidas ou comentários a respeito deste anúncio, visite nosso fórum da comunidade, onde coletamos e gerenciamos o feedback dos clientes sobre os produtos. Para obter assistência geral com seus produtos Zendesk, entre em contato com o Suporte ao cliente Zendesk.

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.