How to Create Custom Ticket Statuses - Frequently asked questions
Frequently asked questions
How do I create a custom ticket status in Zendesk?
Creating a custom ticket status in Zendesk is a straightforward process. First, ensure that the Agent Workspace is activated. Then, navigate to the Admin Center, click on 'Objects and rules' in the sidebar, and select 'Tickets' followed by 'Ticket…
What configuration options are available for custom ticket statuses?
When creating or editing a custom ticket status, you have several configuration options. You can assign the status to a category like Open, Pending, or Solved, but not New or Closed. You can specify a name and description for both agents and end…
Can I delete a custom ticket status in Zendesk?
Currently, you cannot delete a custom ticket status in Zendesk. However, you can deactivate a status that is no longer required. This allows you to keep your list of statuses manageable without permanently removing any. For more details, refer to…
Is it possible to reorder ticket statuses within a category?
As of now, Zendesk does not allow you to reorder ticket statuses within a status category. If you have feedback or suggestions regarding this feature, you can share them in the Zendesk Product Feedback discussion forum, where product managers…
What is the maximum number of custom ticket statuses allowed in Zendesk?
Zendesk allows you to create up to 100 custom ticket statuses per account. This limit ensures that you can have a wide variety of statuses to suit different workflows and needs within your…
Can I move a custom ticket status to a different category?
Once a custom ticket status is saved, you cannot move it to a different status category. It's important to assign the status to the correct category during the creation process. If you need to change the category, you would have to create a new…
How can I show end users a different view of a ticket status?
To show end users a different view of a ticket status, select the option 'Show end users a different view' when configuring the status. This allows you to specify a different name and description for end users, ensuring that both agents and end…
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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?”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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