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

+1
A must have !!

I have different teams and they need different custom status's otherwise the status list is too long and not user friendly

+1

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.

We too would like to see a way to segment the custom statuses by different groups.

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!

Thank you @cathy16! 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?

Hi @dan12, 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?

Thanks @cathy16, this would allow us to use the feature. We will sign up for the EAP when it's out

Hey @cathy16

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.

Any news about this? It would be useful also for us. 

+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.

+1 for this as well. I have created a general limitation post for custom ticket statuses: Custom Ticket Status limitations – Zendesk help

+1

Would love to be a part of the EAP and try out this feature also :)This would work perfectly across our different teams.

+1

+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.

+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.

+1

@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.

+1 Same here, if we can have this feature, it will help a lot. I am for it, this is a must have. 

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.

Any update on the enhancements shared here ? Any ETA?

+1 

Any update on this?