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The status categories consist of the existing five legacy ticket statuses: New. Open. Pending. On-hold. Solved. In the case of tickets with the legacy Closed status, Zendesk automation will use a custom ticket status belonging to the Solved status category. Each status category has one default custom ticket status which must always be Active.
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ZenDesk Ticket Status Updates
How do I create a custom status in Zendesk?
To edit a custom status
In Admin Center, click Objects and rules in the sidebar, then select Omnichannel routing > Agent statuses. Find the custom status in the list, click the options icon ( ), and then select Edit.
Can I create a new status in Zendesk?
Answer. It is not possible to edit the system status fields, however, you can create custom ticket statuses. For more information, see the article for the EAP: Enabling Ticket Statuses.
How do I create a ticket status in Zendesk?
Note: Alternatively, you can open the user’s profile and click New ticket. The user’s name automatically appears in the Requester field. If the requester does not yet have an account, add them by clicking +Add user at the bottom of the search results. Enter the ticket data, then click Submit as New.
How do I customize a zendesk form?
In Admin Center, click the Channels icon ( ) in the sidebar, then select Classic > Web Widget. In the Customization tab under Custom ticket fields, click the Custom ticket fields drop-down. Select the custom ticket fields you want to display in the contact form, or select All custom fields. Click Save.
How do I put on hold status in Zendesk?
Under Field Values, select Enable On-hold status. If you are disabling this option, deselect Enable On-hold status. Click Update field.
How do I change my Zendesk ticket status?
Select the Notify Zendesk Support post function from the list and click Add. Configure the ticket update settings, then click Add. You can change the ticket status, add an internal or public comment, add tags, and include comment placeholders in the comment text.
What are the Zendesk ticket status?
The default ticket statuses are New, Open, Pending, On-hold, or Solved.
Can I create a new status in Zendesk?
Answer. It is not possible to edit the system status fields, however, you can create custom ticket statuses. For more information, see the article for the EAP: Enabling Ticket Statuses.
How do I add a ticket status in Zendesk?
An administrator can add the On-hold status to the Support ticket interface. On-hold status is disabled by default. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Fields. Beside the Status field, click the options menu, then select Edit.
Can customers see ticket status in Zendesk?
Answer. When you click your profile icon on the upper-right of any Help Center page and click My activities, the customer portal opens. The ticket statuses that are displayed in the Help Center to end-users are slightly different than the ticket statuses that are available to agents in Support.
Can customers see ticket status in Zendesk?
Answer. When you click your profile icon on the upper-right of any Help Center page and click My activities, the customer portal opens. The ticket statuses that are displayed in the Help Center to end-users are slightly different than the ticket statuses that are available to agents in Support.
How do I check my Zendesk ticket status?
You can view all open tickets using the Open tickets view. Pending indicates the agent is waiting for more information from the requester. You can view all pending tickets using the Pending tickets view. When the requester responds and a new comment is added, the ticket status is automatically reset to Open.
Can end-users see internal notes in Zendesk?
Private comments, also known as internal notes, are only visible to agents, not to the ticket requester or any other end-users who might be copied on the ticket.
What is status in Zendesk?
The Zendesk Status page allows Zendesk users to monitor the status of their own Zendesk subdomain(s). You can also subscribe to status notifications for your account. This article focuses on the information related to your own subdomain’s status, and discusses the following topics: About the Zendesk Status page.
How do I add a ticket status in Zendesk?
An administrator can add the On-hold status to the Support ticket interface. On-hold status is disabled by default. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Fields. Beside the Status field, click the options menu, then select Edit.
Can you add statuses to Zendesk?
It is not possible to edit the system status fields, however, you can create custom ticket statuses.
How do I create a custom status in Zendesk?
To edit a custom status
In Admin Center, click Objects and rules in the sidebar, then select Omnichannel routing > Agent statuses. Find the custom status in the list, click the options icon ( ), and then select Edit.
How do I add a ticket status in Zendesk?
An administrator can add the On-hold status to the Support ticket interface. On-hold status is disabled by default. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Fields. Beside the Status field, click the options menu, then select Edit.
What is status in Zendesk?
The Zendesk Status page allows Zendesk users to monitor the status of their own Zendesk subdomain(s). You can also subscribe to status notifications for your account. This article focuses on the information related to your own subdomain’s status, and discusses the following topics: About the Zendesk Status page.
Can customers see ticket status in Zendesk?
Answer. When you click your profile icon on the upper-right of any Help Center page and click My activities, the customer portal opens. The ticket statuses that are displayed in the Help Center to end-users are slightly different than the ticket statuses that are available to agents in Support.
References:
Custom Ticket Statuses | Zendesk Developer Docs – The status …
Can I add custom ticket statuses? – Zendesk help – It …
Tickets | Zendesk Developer Docs
Adding the On-hold ticket status to Zendesk Support
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