Impact of Custom Ticket Statuses on Zendesk Business Rules
How do custom ticket statuses impact existing business rules in Zendesk?
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 correctly with the new custom statuses. It's recommended to review and adjust these rules as needed to ensure they align with your business processes.
More related questions
How do I activate custom ticket statuses in Zendesk?
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…
What are the benefits of using custom ticket statuses in Zendesk?
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….
Can I deactivate custom ticket statuses in Zendesk?
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…
What should I consider before activating custom ticket statuses?
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,…
How do custom ticket statuses affect the agent experience in Zendesk?
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…
Can I report on custom ticket statuses in Zendesk?
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…
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