I'm wondering how other organizations manage feature requests vs. bugs in their ticketing system. Currently we put both on hold, but we don't always work on all feature requests and we're having a hard time managing 2-3 years worth of outdated requests that we may or may not ever do. Our customers like having the insight into their ticket status through 'my activity' however when we close out an old ticket and it is marked as 'solved' they believe it's either been done or want the ticket to remain on hold... Is there a way to change solved to another term? Curious what others are doing! Thanks!
End Users 'My Activity' View
Hey Krista,
This is quite a common roadblock you've run into here. Right now as you know there's no way to create custom ticket status' in Zendesk, however, it looks like this is a planned feature that Zendesk are working on releasing sometime in the near future. I've found this post here which indicates that this is a planned feature which they will introduce to Zendesk.
https://support.zendesk.com/hc/en-us/community/posts/203425466-Customize-Status-Field-Values
In the meantime, what you could do is create a custom drop-down ticket field that lists your custom status' for a ticket. This would then be displayed to the custom in the my activities view.
The other option you could do is look at utilizing your Zendesk Gather (community) platform which is available with Help Centres. A lot of Zendesk customers, including Zendesk themselves, use the community as a way of managing feature requests which customers can vote on, track new activity posted etc.
Hopefully, this helps until the ability to create custom ticket status' arrives in Zendesk sometime this year. :)
Best,
Amie
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