Customize Status Field Values

Is Zendesk's position still to not allow any customization of the ticket statuses? In particular, the customer-facing statuses?

We are finding that are customers are frequently asking us for updates on Open tickets because other than adding a comment, there is no way to indicate to them that something is In Progress.

We very much need an additional customer-facing status that would allow us to differentiate between things that are Open (because of a new updated from the customer) or In Progress (so open, but either in a dev queue or being actively worked on). Internally, we currently use the On-Hold status to indicate this, which is helpful for our own purposes, however to the end user this continues to display as Open so to them there appears to be no difference. 

It would seem obvious to me that there should be some additional status of this type that can display for the end user. 

Is there any chance you are developing additional statuses, or the much requested ability to customize statuses?

I too would love to be able to customize the ticket statuses!

I don't think I'll need to explain the reason, since there have been posted enough reasons in this (and many other) topic(s) as for why this would be needed, and they fit in seamlessly with why we would like this.

Please look in to this!

As has been mentioned by so many on this forum since 2011, additional custom statuses are needed.  I would expect Zendesk to post something on this thread as to the reasoning to not allow this type of customization. Not listening to customers needs is not a good way to run a successful business. I appreciate many of the features Zendesk offers and find it to be a reliable tool but I would appreciate more detail of what causes additional status additions to not be a reasonable and deployable request.

Interesting. As a product manager myself, I usually ask the question, "what problem are you trying to solve?" - so I can only ask the same, what problem are you trying to solve by using custom statuses that you can't use with current statuses? I saw someone earlier mention having a 'pending release' status, which can be replaced with the on-hold. The on-hold status is actually meant to be used like that, as SLA's don't affect it.

You also have to keep in mind that Zendesk is ITIL based. You don't need a million different statuses (likewise, even types!) and even within development there are only a few types and statuses involved. Still curious to understand the need behind so many different statuses. Also keep in mind different statuses affect and involve SLA's, and by adding more, you're then changing how SLA's + ITIL practices interact with each other.

The gang at Zendesk are incredible, and I don't think they aren't listening to customer needs, but rather trying to solve problems that make sense.  ✌🏻

+1 on that feature.

"Waiting for Client" is needed, not just "Pending" or "On Hold".  Some use statuses differently. At least we should have the option to decide what works best for us.

Custom ticket statuses are a must...

Zendesk is ITIL based you say, well, then get to work and fix the statuses, because we need them.

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+1 for custom statuses!

Hi ZenDesk,

It's a great product, and yet users in this thread have been asking for custom ticket statuses since December 21, 2010.  Six years later, we are at the same spot on the road.

I just joined.  Also have need of custom ticket statuses.  It would be much easier for my team and clients to know exactly where we are with a task if, for example, something were labeled "in progress", or "clarify".

So.  Pretty please?

Thanks,
Erik

+1 for this feature. We would really like it. We have customers that log enhancement requests and this will allow us to set an "logged as enhancement" status for better tracking purposes. 

This is very much a required Feature for Kinaxis.  We require the ability to quantify the number of cases in a certain status.  There is very much a need to have the status say one thing to the agent and another for the customer.

ie Agent- waiting on server Customer - In progress

There are certain steps we want to track to see why a case took a long time to close.  We dont want to expose those reasons to the customer.

This would be a fantastic option to have.. As our systems and project coordinator, I often have to reach out to different departments and offices... and having a "waiting on resolution " status would be ideal.. It would help keep track of where I am in the progress at a glance instead of going into each ticket... and this would help my team know where we stand quickly when they are trying to follow up for a customer. 

Andrea Saez

Customising your statuses is important when you want to seperate your tickets in a more precise way. For example, I have two statuses for our Dev process. One is to reflect the fact that an issue is in an active Sprint, another one to reflect that, while identified as a legit issue/improvement, is unlikely to go into development anytime soon. This allows for easy access to said groups of issues. And I can fit them all on the one page.

There is also a efficiency issue with not being able to customise statuses. You can create a custom field to allow a user to move between a broader view queuing system. But this requires the agent to now take two actions when submitting a response to a ticket.

1. Change the queue by moving cursor and changing the custom field on the left side of the screen.

2. Now submit the ticket with the button at the bottom right, changing the status field as required.

As opposed to....

1. Submit ticket, changing the status to park between different views.

Doesn't seem like much of an extra time burden when you think about it once. But adds up to lot when you start talking about hundreds and thousands of responses. Its like the customisation makes changing the status redundant, but the action still has to be performed.

Then there is the consideration of the simple fact of human nature - make a process harder and it is less likely to be followed.

These reasons are why Zendesk should reconsider its policy of forcing the status field to be non-customisable.

This is a required capability for ConcretePlatform. We use 'Pending' to let customers know we are awaiting information from them and this emails them to remind them. We use 'Open' to indicate that there is an outstanding action on us. We now need a further status to indicate we have shared the ticket with our engineering team on Jira and that it is with them. We run reports on tickets in the Open status and Pending keeps sending emails to the customers even though they don't need to do anything while we await a resolution.

Please I'd need to be able to customize the status values.  For example, I'd need to break "Pending" into "Pending Customer" vs. "Pending Internal".  This is so we'd know for our backlog tickets, how many of them are held up by waiting on customers vs. internal organization.

Hello all,

I am part of the product team at Zendesk and our team would like to have a discussion and understand how your agent workflow is impacted by the underlying problem. 

Kindly follow this link to book a time that works best for you: https://calendly.com/zendesk-ayush/30min.

Best,
Ayush
Product Manager-Zendesk

Agreed - I'm working with the trial trying to understand how to implement but the lack of customizing status's is making this difficult to match our processes.

Especially considering we are going to be integrating ZD with Jira, we need to have the ability to track tickets at different durations when it comes to passing back to development vs waiting on customer vs waiting on technical analysts.

Adding my voice to this as a desired feature.

+1 for this feature.

We are searching for a other product. This because we still cannot add a prefix or a custom status? Why is Zendesk not listing to its customers and fix this? Really disappointing.

+1 This feature.

+1 for this feature. This is a very important and needed feature from our end as well.

Very important feature. As we pass between teams I want to track the time in different teams and when we hand off to engineering who use JIRA

+1

So it is 2018, this feature has been requested for many years and by many people and this still is not a feature.  Zen Team I would recommend paying attention to the client base.  There are far too many alternatives out there.  I used Zen back in the day when it was an opensource application, and at that time it was leading the way in ticket tracking and analytics.  But today we cannot even get statuses to be customizable to meet our needs....heck even being able to change the actual name from "open" to "open with a side of fries" would be a move in the right direction.