Custom ticket statuses in Zendesk allow for more specific ticket management, providing meaningful status updates to your business and end users.
They help streamline workflows and can be used in reporting to gain insights into ticket handling. Custom statuses can be tailored to fit your business needs, offering a more detailed view of ticket progress and helping agents prioritize tasks effectively.
To activate custom ticket statuses in Zendesk, navigate to the Admin Center, click on 'Objects and rules' in the sidebar, then select 'Tickets' followed by 'Ticket statuses'. Click on 'Activate custom ticket statuses'. Before activating, ensure…
Activating custom ticket statuses in Zendesk automatically updates your existing business rules, such as triggers and automations, from 'Ticket: Status' to 'Ticket: Status Category'. This change ensures that your workflows continue to function…
Yes, you can deactivate custom ticket statuses in Zendesk by going to the Admin Center, selecting 'Objects and rules', then 'Tickets', and finally 'Settings'. In the 'Customize Ticket Statuses' section, deselect 'Turn on' and click 'Save tab'. It's…
Before activating custom ticket statuses, consider how they will impact your account, business rules, and agent experience. Ensure that the Agent Workspace is activated, as it's a requirement for custom statuses. Review your existing workflows,…
Custom ticket statuses change how agents interact with tickets, including selecting statuses from the status picker and viewing ticket statuses in views. Agents will also notice changes in how tickets appear in search results. For example, tickets…
Yes, you can report on custom ticket statuses in Zendesk using the reporting features available. Custom ticket statuses can be included in your reports to provide insights into ticket handling and workflow efficiency. For more detailed reporting…