How do I add custom status to Zendesk?
In Admin Center, click the Objects and rules icon ( ) in the sidebar, then select Tickets Ticket statuses. Click Activate custom ticket statuses. You may want to review your triggers, automations, macros, and views based on system ticket statuses and make sure youre happy with how they were automatically updated.
Can you edit a ticket in Zendesk?
To edit a ticket form In Admin Center, click Objects and rules in the sidebar, then select Tickets Forms. If your plan has multiple ticket forms, click the ticket form you want to edit. The ticket form opens in edit mode. If your plan has a single ticket form, edit your form by reordering the custom fields.
How do I manage user fields in Zendesk?
Creating custom user fields In Admin Center, click People in the sidebar, then select Configuration User fields. Click Add field. Select a field type, then enter a Display name. Verify that the field key is the value you want it to be. (Optional) Add a Description for the custom field.
What does status mean in Zendesk?
Ticket status basics Open indicates a ticket has been assigned to an agent and is in progress. It is waiting for action by the agent. You can view all open tickets using the Open tickets view. Pending indicates the agent is waiting for more information from the requester.
How do I add a status in Zendesk?
In Admin Center, click the Objects and rules icon ( ) in the sidebar, then select Tickets Ticket statuses. Click Create ticket status. Configure the options for your new status. For information about the options that appear on this page, see Configuration options for ticket statuses.
How do you edit conditions in Zendesk?
Move the cursor over the ticket form where you want to manage the conditions, then click the options menu ( ) on the right side and select Conditions. Click any of the following icons to edit, duplicate, or delete the selected condition: Use the edit icon to change a condition.
How do I edit a ticket field in Zendesk?
Editing ticket fields In Admin Center, click Objects and rules in the sidebar, then select Tickets Fields. Hover over the row of the field you want to edit, then click the option menu icon ( ) and select Edit. Update the options as needed. When your changes are complete, click Save.
How do I report custom ticket status in Zendesk?
For custom ticket statuses In Explore, click the reports ( ) icon. In the Reports library, click New report. On the Select a dataset page, click Support Support - Tickets, then click Start report. In the Metrics panel, click Add. From the list, select Tickets and click Apply. In the Rows panel, click Add.
How do I update a ticket on Zendesk?
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. Note: Deleting tags is not supported.
How to do conditional fields in zendesk?
To make conditional ticket fields required Create a new condition for the ticket field or go to Admin Center Objects and rules Tickets Forms to edit an existing ticket form. Click the Required field. From the drop-down list, select the requirement settings you want to use.