Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
With complex workflows, we have adopted many custom statuses now. However, the limitation can be confusing when you have many custom statuses in the same category. It's confusing for support agents and engineers to quickly use the status they should.
What problem do you see this solving? (1-2 sentences)
Faster time to resolution, similar answer to above.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
Every day. There are certain workflows that are status dependent, and if someone clicks the wrong one, it can cause a ticket to be orphaned or solved slower.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
No
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Just give a color selector/hex code field for us to set whatever color we want. If Zendesk is stuck on the colors for categories being consistent, at least give us different hueues/shades of the colors to pick from, within each status category.
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!