It would be great to be able to customize the status field drop down and specify which status values are considered closed (and open for that matter) Much like Salesforce's Status picklist where you can check which values are default and closed
Delivered
Customize Status Field Values
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- Director of Product Management
Hey Everyone,
I am happy to let you know that Custom Ticket Statuses is now GA! Any customer on the Agent Workspace will have access to CTS and can use the feature in their Trial, Production, and Sandbox accounts.
The Announcement & Documentation can be found here.
Customers can now create new ticket statuses based on their business needs, use them in SLAs, Omnichannel routing, Automations, Triggers, Views, and report on them in Explore.
Post GA, we are focusing on adding more functionality such as deleting custom statuses, modifying status columns in views, and building support workflow specific statuses so processes such as Finance Review, Refund Requests, HR onboarding each can have a sub set of statuses unique to their workflow. All of these features will be delivered in 2023.
Thank you for your patience and help in building this feature!
Best Regards,
Gaurav Parbat
- Employee
Hi everyone! As Gaurav said, thank you all so much for your feedback and for playing a role in this feature development.
Since we've now delivered on this request, we're going to close this thread for further comment. If you have feedback on the new functionality, please start a new feedback thread. If you have questions about how to use it, you can post those in the Q&A discussion topic.
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