最近搜索

没有最近搜索

Can we restrict the custom ticket status basis the groups/role?

image avatar

karankuwarbidxb

已于 2023年7月04日 发布

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?

31

34

34 条评论

日期
    最新
      image avatar

      David Durr

      +1 

      0

      image avatar

      Shawna James

      Hey everyone thank you for your continued engagement here. I apologize for the confusion on timeline, this feature is still being worked on and is being developed presently. I can't confirm any further timelines at this time and there is an open EAP for this yet, but we will share more information as it is available. 
       
      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

      image avatar

      Efrat Barak Zadok

      Any update on the enhancements shared here ? Any ETA?

      0

      image avatar

      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.

      0

      image avatar

      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. 

      0

      image avatar

      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

      image avatar

      Milena Rusanova

      +1

      0

      image avatar

      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:

      • Abbreviate a Custom Ticket Status for Agents - currently long Statuses are unweidy to use.

      0

      image avatar

      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

      image avatar

      bianca bezerra

      +1

      0

      登录再写评论。

      找不到所需的内容？

      新建帖子