Add Custom Ticket Statuses in Zendesk - Frequently asked questions
Frequently asked questions
Can I add custom ticket statuses in Zendesk?
Yes, you can add custom ticket statuses in Zendesk. This feature allows you to tailor the ticketing system to better fit your workflow needs. However, it's important to note that while you can add new statuses, you cannot edit or customize the…
What are the limitations of customizing ticket statuses in Zendesk?
While you can add custom ticket statuses in Zendesk, you cannot modify the existing system ticket statuses. These default statuses are fixed and cannot be altered. If you need more detailed status options, you might consider adding the 'On-hold'…
How can I differentiate between different types of pending statuses in Zendesk?
To differentiate between various types of pending statuses, you can add custom ticket statuses. This allows you to create specific statuses like 'waiting on customer', 'waiting on engineering', or 'waiting on release'. This customization helps in…
Is there a way to hide default ticket statuses in Zendesk?
Currently, Zendesk does not offer a feature to hide default ticket statuses. While you can add custom statuses, the default ones like 'On hold' or 'Pending' remain visible and cannot be hidden. This is a limitation that some users have expressed…
Can custom ticket statuses be used in Zendesk Explore reports?
Yes, custom ticket statuses can now be used in Zendesk Explore reports. This feature allows you to generate reports based on your custom statuses, providing more detailed insights into your ticketing…
What should I do if I want to participate in the Zendesk custom ticket statuses EAP?
To participate in the Zendesk custom ticket statuses Early Access Program (EAP), you need to be on the new Agent Workspace. You can sign up for the EAP through the provided survey link. Participants should be aware that not all features will work…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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