Hello,
I want to request that Zendesk allow for us to group tickets by their custom ticket statuses instead of the default status categories. We use our custom statuses to give our agents better visibility into what actions need to be done on specific tickets, but it is a little cumbersome since the system does not allow for them to be grouped together.
For example we have our On-Hold status category with custom statuses "Awaiting Response" and "Input Schedule." I want to be able to group all "Awaiting Responses" together and all "Input Schedules" together. Right now it looks like the below screenshot. Any help would be appreciated!
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.
Thank you again for your feedback and for being a valuable customer with Zendesk.