Zendesk Custom Ticket Statuses Update
What are the new changes to Zendesk ticket statuses?
Zendesk is rolling out automatic activation of custom ticket statuses for certain customers. Starting May 15, 2024, customers with the Zendesk Agent Workspace will see their standard ticket statuses transformed into status categories, allowing for the creation of custom statuses. This change aims to provide more flexibility and transparency in ticket management.
The existing standard statuses like New, Open, Pending, On-hold, Solved, and Closed will become categories, and you can create new custom statuses within these categories. Your current workflows and business rules will continue to function as expected, and the ticket status conditions in your triggers, automations, macros, and views will be updated automatically. For more details, check out theoriginal announcement.
More related questions
Why is Zendesk introducing custom ticket statuses?
Zendesk is introducing custom ticket statuses to enhance flexibility and transparency in ticket management. This change is based on customer feedback and aims to provide more meaningful ticket statuses that better reflect your business needs….
How will custom ticket statuses affect my existing Zendesk workflows?
Your existing Zendesk workflows will continue to function smoothly with the introduction of custom ticket statuses. The standard statuses will become categories, and your current workflows, including triggers, automations, macros, and views, will…
Do I need to take any action for the custom ticket statuses rollout?
No action is required on your part for the rollout of custom ticket statuses. Once activated in your account, you can immediately start creating new statuses if desired. If the custom ticket statuses do not meet your needs, you have the option to…
What benefits do custom ticket statuses offer?
Custom ticket statuses offer several benefits, including increased flexibility, transparency, and improved communication. They allow you to create statuses that are more aligned with your business processes, providing clearer insights into ticket…
How can I manage and create custom ticket statuses in Zendesk?
Once custom ticket statuses are activated, you can manage and create them directly within your Zendesk account. These statuses can be used in various features like triggers, automations, SLAs, macros, and views. Additionally, you can utilize custom…
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