Custom Ticket Statuses in Zendesk
What are custom ticket statuses in Zendesk?
Custom ticket statuses in Zendesk allow for more tailored ticket management by providing additional status options beyond the standard ones.
When activated, these custom statuses can help provide context on how or why a ticket was solved. For example, a ticket solved with a custom status like 'Refund processed' retains that status even after being closed, offering valuable insights for reporting and workflow management.
More related questions
What are the different ticket statuses in Zendesk?
Zendesk offers several ticket statuses to help manage the lifecycle of a ticket. These statuses include New, Open, Pending, On-hold, and Solved. -New: Indicates no action has been taken on the ticket. Once changed, it cannot revert to New. -…
How do I update a ticket's status in Zendesk?
Updating a ticket's status in Zendesk is straightforward. You can apply updates to a ticket, including status changes, by using the Submit button. To update a ticket without changing its status, simply click the Submit button. If you want to change…
What happens when a ticket is marked as Solved in Zendesk?
When a ticket is marked as Solved in Zendesk, it indicates that the agent has provided a solution to the requester's issue. However, the requester can reopen the ticket by responding with a new comment if they feel the issue isn't resolved or if a…
How are tickets automatically closed in Zendesk?
Tickets in Zendesk are automatically closed through a predefined business rule called an automation. By default, a ticket is closed four days after being marked as Solved. If the automation is deactivated, the system will close the ticket 28 days…
Can I manually close a ticket in Zendesk?
In Zendesk, you cannot manually change a ticket's status to Closed. Tickets are closed automatically through an automation process. However, as a workaround, you can create a trigger to manually close a ticket. This involves setting up a custom…
What is the On-hold status in Zendesk?
The On-hold status in Zendesk is used when an agent is waiting for information or action from someone other than the requester. It is similar to the Pending status but is an internal status that the requester does not see. While a ticket is…
How can I view closed tickets in Zendesk?
Closed tickets in Zendesk are saved indefinitely and can be viewed by searching for them or creating views of closed tickets. To manage your workflow, you can use the Closed status category when creating views and in reporting. Although you cannot…
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