Amanda Ledeboer

bill cicchetti Gaurav Parbat Gorka Cardona-Lauridsen

Any more advice on how to get the actual custom statuses viewable and filterable on the customer portal list page instead of the generic status categories?

We have a few variations of the Open status and since those and On Hold tickets all show as Open to the end user, we have a lot of frustrated clients that can't actually tell what's happening with their tickets and it makes it harder for them to find what they're looking for.

 

It seems that ZenDesk is sticking to an official "no" here but this has been one of the top complaints since we went live a couple of months ago.  Our past two systems allowed us to edit notes.  Our work item tracking software - Microsoft Azure DevOps - let's us edit our discussion notes.  It's so frustrating to realize you have a typo but the only thing you can do is add another note which will distract the next person reading the information.

 

Edit - oh nice, I can edit my comment on this forum!