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Change the default status to pending on replies

  • May 18, 2018
  • 9 replies
  • 0 views
E

Most of the time when we reply to a ticket, we either need the customer to send us some more information on the issue (steps to reproduce the issue or login information), or just for him to confirm if the issue he/she reported got fixed properly; thus I never click on the Submit button, and always have to choose the arrow to Submit as Pending.

There's a keyboard shortcut ctrl+alt+p to do just that, but I find it strange that the default status on the lower right button of the screen is not modifiable.

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      9 replies

      Micah19
      • Micah19
      • June 13, 2018

      I just migrated to zendesk and noticed this right away in our initial testing. This is definitely annoying and I expect it will result in tickets being left open by mistake.

      I'm a noob and don't fully know the ins and outs of triggers and automation but I wonder if there's a way to trigger the status change to pending if an agent submits as open.

      Z
      • ZDAdmin
      • March 6, 2019

      Hello, 

      apologies for the necro, but I was wondering if anyone had found something for this?  Over a few thousand tickets, the extra time to click the arrow and then "Submit as Pending" on roughly 99.8% of tickets we process adds up rather quickly.

      Being able to set pending as the default or something similar would be immensely useful.

      Thanks!

      Brett13
      • Brett13
      • Community Manager
      • March 6, 2019

      Hey Carlos,

      There isn't a way to change the default status of a ticket unfortunately. That being said, you could create a trigger that automatically sets the status to pending if the agent submits a public comment as an open status. Screenshot of what this trigger could look like below: 

      Hopefully that gets you the result you're looking for!

      O
      • Oliver33
      • March 11, 2019

      The screenshot doesn't appear to be visible. Could it be reposted please?

      Z
      • ZDAdmin
      • March 11, 2019

      @Brent,

       

      Thank you.  The image is broken (As Oliver mentioned).

      At a glance it sounds like such a trigger would cause issues for me at later stages; but I'd like to see the trigger suggestion; it might work for me specifically if it only affects tickets in the open status.  

      Nicole17
      • Nicole17
      • March 11, 2019

      Hi all -

      The broken image problem should be fixed soon; our engineering team identified the problem and is currently in the process of fixing it.

      S
      • Sara45
      • March 22, 2019

      Thanks! I'm using this trigger. When an end user updates the ticket, the status remains "pending," rather than going to "open" and I think it is because of this trigger. I'm curious if anyone else has had this experience and figured out how to modify the conditions to get around this problem?

      Nicole17
      • Nicole17
      • March 22, 2019

      Hi Sara -

      It looks like Brett forgot one condition in his trigger, so yes, it is most likely the cause of your tickets just staying in Pending. So sorry for the confusing information! I'll update the screenshot above in a moment, but you will want to add a fourth condition that is current user:is:(agent) so that the trigger only fires when the update is coming from the agent on the ticket.

        Nicole17
        • Nicole17
        • March 22, 2019

        Screenshot in Brett's comment has been updated and is correct. 

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