Zendesk EAP - Custom Ticket Status
Custom Ticket Status has been a long outstanding request from Zendesk customers. We are excited to announce an EAP that will enable custom ticket statuses for your core ticketing workflow.
Customers will be able to create custom statuses and use them to drive their ticket workflow in the agent interface. Admins will be able create triggers and views based on custom statuses. Agents will be able to set custom statuses on tickets, search tickets based on custom statuses and see custom statuses in their views.

As this is an EAP, not all features are supported with Custom Ticket Statuses. Specifically, Macros, Custom Apps, Explore, Automations, ZIS, Ticket Metrics and Contextual workspaces are not yet supported with Custom Ticket Statuses.

This EAP will be available only for Agent Workspace instances and will be enabled in your production accounts. Customers will get a change to test custom ticket statuses with their own data and be able to provide feedback for the GA release.
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Is this available to everyone?
This is a closed early access program with limited participation for up to 200 customers. We will be reaching out to customers individually and working with them on this early access program.
Need more detail on how it works?
1. Not all features will work with custom ticket statuses. For example, customers will not be able to setup
    Macros, Custom Apps, Explore reports, Automations, ZIS integrations and Contextual Workspaces
    based on custom statuses.
2. Customers will be requested to provide feedback on the Admin Setup, Agent Experience functionality
    & intuitiveness, API integrations with custom apps and external web services.
3. Once the customer has finished testing and providing feedback, the functionality can be turned off.
    Customers will have to manually update triggers & views to remove custom statuses references.
This being an Early Access Program, are there limitations with the product?
Ticket Statuses are an integral part of any Zendesk Workflow and a lot of services depend on it.

The following limitations will apply to Custom Ticket Statuses

1. Customers won't be able to setup Macros, Custom Apps, Explore reports, Automations,
    ZIS integrations, Ticket Metrics and Contextual Workspaces based on Custom Ticket Statuses.  
2. Inborn Ticket Rules will still be applicable based on the legacy ticket statuses.
3. String Translation and Dynamic content will be limited for Custom Ticket Statuses
What is expected of me?
There are a few things we ask:

1. Provide feedback on the feature, ease of use, and documentation
2. Inform us about use cases critical for your support workflow.
3. Report any bugs
4. Be open to working very closely with us, initially and ongoing through this stage
5. Willingness to get it wrong, in order to make it better
Ready to take part?
All you have to do is fill in some information and you're ready to go!
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