Creating custom ticket statuses

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Location: Admin Center > Objects and rules > Tickets >
Ticket statuses

Zendesk supports a set of standard ticket statuses that are used to help you
manage your ticket workflows. Admins can create custom ticket statuses to indicate a more
meaningful ticket status to your business and end users.
You can use custom ticket status attributes in your reporting and
associate specific statuses to your ticket forms.

Note: If your account was created before Jan 17, 2023, you might need to activate custom ticket statuses.
This article includes these sections:

Creating a
custom ticket status
Configuration
options for custom ticket statuses

Related articles:

Viewing your ticket statuses
Managing ticket
statuses



Creating a custom ticket status

Admins can create custom ticket statuses.
If you've just activated custom ticket statuses, then you may need to refresh Admin Center
to see the Ticket statuses page.
To create a custom ticket status

In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Ticket
statuses.
Click Create ticket status.
Configure the basics for your new status. For
information about the options that appear on this
page, see Configuration options for ticket
statuses.

Click Next.
Add the status to one or more ticket forms:
To add the status to all of your ticket forms,
select All forms.
Choose one or more ticket forms from the
Select where to add this ticket status
drop-down.


Learn more about adding ticket
statuses to your forms.

Click Create ticket status. For information
about making changes to a ticket status after you saved it, see Editing ticket statuses.
After you create custom ticket
statuses and begin using them, you can view reporting information in Explore. See Metrics and attributes for Zendesk Support. Also
see Explore recipe: Reporting on custom ticket
statuses and Explore recipe: Creating KPIs for tickets by status to learn
more about reporting for custom ticket statuses.





Configuration options for custom ticket statuses

You can configure these options when you create or edit a ticket status:








Options
Description





Category


Specifies which status category (New, Open,
Pending, On hold, Solved) the ticket status is
assigned to.
You cannot assign a ticket status to
the New or Closed
status categories.
Category is editable only when you’re
creating a new ticket status. Make sure you assign
the new ticket status to the correct status
category. Once you save your changes, you can’t
move it to a different status category.

Note: The On hold status category only
appears if the On-hold
status is activated.




Name (agent view)


Specifies the name of the ticket status that
agents see.
There’s a 48 characters limit for ticket status
names. Ticket status names that are 35 characters
or longer are truncated.
For example, on the Submit button, in
the status picker, on ticket tabs, and in the
Status column of a view.
To translate the custom ticket status name to
different languages, you can enter a dynamic content
placeholder. For example,
{{dc.custom_ticket_status_pending_review}}.




Description (agent view)


Description that agents see for the ticket
status.




Show end users a different view

Select this option if you want end users to
see a different name or description. Otherwise,
agents and end users will see the same name and
description.



Name (end user view)


Specifies the name of the ticket status that
only end users see. Available only when Show
end users a different view is selected.




Description (end user view)


Description of the ticket status name that end
users see. Available only when Show end users a
different view is selected.




Set as active


Activates the ticket status. See Activating and
deactivating a ticket status.