Using Custom Ticket Statuses with Proactive Tickets App
Can I use custom ticket statuses with the Proactive Tickets app?
Currently, the Proactive Tickets app does not support custom ticket statuses. It is designed to work only with standard ticket statuses. If you encounter issues, such as the 'Invalid Status ticket field ID' error, you may need to temporarily deactivate your custom statuses to collect the necessary Status ticket field ID. This step ensures the app functions correctly, but you can reactivate your custom statuses afterward.
More related questions
Why am I seeing an 'Invalid Status ticket field ID' error in the Proactive Tickets app?
The 'Invalid Status ticket field ID' error occurs when the Proactive Tickets app is unable to recognize the custom ticket statuses. This app is designed to work only with standard ticket statuses. To resolve this issue, you need to temporarily…
How do I temporarily deactivate custom ticket statuses in Zendesk?
To temporarily deactivate custom ticket statuses in Zendesk, you need to access your ticket fields settings. This step is necessary to resolve issues with the Proactive Tickets app, which only works with standard ticket statuses. Deactivating…
What is the Status ticket field ID and why is it important?
The Status ticket field ID is a unique identifier for the standard ticket statuses in Zendesk. It's crucial for the Proactive Tickets app because the app relies on this ID to function correctly. If you're using custom ticket statuses, the app might…
Will deactivating custom ticket statuses delete them permanently?
No, deactivating custom ticket statuses in Zendesk is a temporary action and will not delete them permanently. This step is often necessary to resolve issues with the Proactive Tickets app, which requires the standard Status ticket field ID. Once…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
