Custom Ticket Statuses in Zendesk - Frequently asked questions
Frequently asked questions
What are custom ticket statuses in Zendesk?
Custom ticket statuses in Zendesk allow admins to create unique statuses for tickets beyond the default system statuses. This feature, launched in mid-January 2023, enables more tailored ticket management. With custom ticket statuses, each status…
How does Zendesk maintain compatibility with custom ticket statuses?
Zendesk maintains compatibility by assigning each custom ticket status to a system status category. This ensures that existing Zendesk Support apps continue to function without any breaking changes. The system status categories include new, open,…
How can I set a custom ticket status in Zendesk?
To set a custom ticket status in Zendesk, you can use the Apps Support API. This involves using thezafClient.set('ticket.customStatus', { id: 123456789 });method, where the ID corresponds to a valid custom status. If the ID is invalid, an…
What are the new properties added to the Zendesk Ticket object?
Zendesk has added two new properties to the Ticket object: ticket system status category and ticket custom status. These allow apps to get and set these statuses using the Apps Support API. Theticket.statusCategoryproperty can be retrieved or…
How can I retrieve the current ticket custom status in Zendesk?
To retrieve the current ticket custom status in Zendesk, use thezafClient.get('ticket.customStatus');method. This will return the custom status ID and name. This feature allows Zendesk Support apps to access the current custom status, enabling…
What should I do if I encounter errors with custom statuses in Zendesk?
If you encounter errors with custom statuses in Zendesk, ensure that your account settings are correctly configured. Common issues include disabled custom statuses in ZAF or incorrect API calls. Check your instance's settings for flags like…
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