Custom status field

Hi Eric,

Seems "new" is not default type, please refer below API response.

Default status

{
      "url": "https://{domain}/api/v2/ticket_fields/360011798991.json",
      "id": 360011798991,
      "type": "status",
      "title": "Status",
      "raw_title": "Status",
      "description": "Request status",
      "raw_description": "Request status",
      "position": 3,
      "active": true,
      "required": false,
      "collapsed_for_agents": false,
      "regexp_for_validation": null,
      "title_in_portal": "Status",
      "raw_title_in_portal": "Status",
      "visible_in_portal": false,
      "editable_in_portal": false,
      "required_in_portal": false,
      "tag": null,
      "created_at": "2018-10-08T23:50:42Z",
      "updated_at": "2018-11-09T11:48:36Z",
      "removable": false,
      "agent_description": null,
      "system_field_options": [
        {
          "name": "Open",
          "value": "open"
        },
        {
          "name": "Pending",
          "value": "pending"
        },
        {
          "name": "On-hold",
          "value": "hold"
        },
        {
          "name": "Solved",
          "value": "solved"
        }
      ],
      "sub_type_id": 1,
      "key": null
    },

Custom status field response

{
      "url": "{domain}/api/v2/ticket_fields/9646352731412.json",
      "id": 9646352731412,
      "type": "custom_status",
      "title": "Ticket status",
      "raw_title": "Ticket status",
      "description": "Request ticket status",
      "raw_description": "Request ticket status",
      "position": 9999,
      "active": true,
      "required": false,
      "collapsed_for_agents": false,
      "regexp_for_validation": null,
      "title_in_portal": "Ticket status",
      "raw_title_in_portal": "Ticket status",
      "visible_in_portal": false,
      "editable_in_portal": false,
      "required_in_portal": false,
      "tag": null,
      "created_at": "2022-09-27T13:51:00Z",
      "updated_at": "2022-09-27T13:51:00Z",
      "removable": false,
      "agent_description": null,
      "key": null,
      "custom_statuses": [
        {
          "url": "{domain}/api/v2/custom_statuses/11271231.json",
          "id": 11271231,
          "status_category": "new",
          "agent_label": "New",
          "end_user_label": "Open",
          "description": "Ticket is awaiting assignment to an agent",
          "end_user_description": "We are working on a response for you",
          "active": true,
          "default": true,
          "created_at": "2021-10-19T21:32:26Z",
          "updated_at": "2021-10-19T21:32:26Z"
        },
        {
          "url": "{domain}/api/v2/custom_statuses/11271251.json",
          "id": 11271251,
          "status_category": "open",
          "agent_label": "Open",
          "end_user_label": "Open",
          "description": "Staff is working on the ticket",
          "end_user_description": "We are working on a response for you",
          "active": true,
          "default": true,
          "created_at": "2021-10-19T21:32:26Z",
          "updated_at": "2021-10-19T21:32:26Z"
        },
        {
          "url": "{domain}/api/v2/custom_statuses/11271271.json",
          "id": 11271271,
          "status_category": "pending",
          "agent_label": "Pending",
          "end_user_label": "Awaiting your reply",
          "description": "Staff is waiting for the requester to reply",
          "end_user_description": "We are waiting for you to respond",
          "active": true,
          "default": true,
          "created_at": "2021-10-19T21:32:26Z",
          "updated_at": "2021-10-19T21:32:26Z"
        },
        {
          "url": "{domain}/api/v2/custom_statuses/11271291.json",
          "id": 11271291,
          "status_category": "hold",
          "agent_label": "On-hold",
          "end_user_label": "Open",
          "description": "Staff is waiting for a third party",
          "end_user_description": "We are working on a response for you",
          "active": true,
          "default": true,
          "created_at": "2021-10-19T21:32:26Z",
          "updated_at": "2021-10-19T21:32:26Z"
        },
        {
          "url": "{domain}/api/v2/custom_statuses/11271311.json",
          "id": 11271311,
          "status_category": "solved",
          "agent_label": "Solved",
          "end_user_label": "Solved",
          "description": "The ticket has been solved",
          "end_user_description": "This request has been solved",
          "active": true,
          "default": true,
          "created_at": "2021-10-19T21:32:26Z",
          "updated_at": "2021-10-19T21:32:26Z"
        }
      ]
    },

The custom status field has "new" as a status type.

My second question is, we have enabled the custom status field and then we deactivated it, but still on the Zendesk page we are seeing the "Submit as New" option, its not the default status.

From API, how to identify whether one account using default status or start using a custom status field, from API I didn't notice any difference.

Hey Eric,

Thanks for the clarification, so going forward while creating a ticket using rest API, we will directly start using the below custom status field instead of the default(existing) status field, and we no need to care about whether the user starts using a new custom field or not, and even if the account is created before we introduce custom status field (before Jan 17, 2023)? is my understanding correct?

id": 9646352731412,
"type": "custom_status",

Eric,

And another question, 

In /api/v2/ticket_fields.json API, why we received two status fields?

"type": "status",
"title": "Status",
"raw_title": "Status",

And

"id": 9646352731412,
"type": "custom_status",
"title": "Ticket status",

If you guys remove the unwanted status field from the API response, that will be helpful for us to avoid making an unnecessary decision on our code base.

Hey Eric,

Do we have any update on this?

Eric,

Thanks for your response, do we have any API to identify which field customer using right now, default status or custom_status field?

When I hit this API, I am getting a forbidden error

https:{domain}/api/v2/custom_statuses

Response:

403

{

"error": {

"title": "Forbidden",

"message": "You do not have access to this page. Please contact the account owner of this help desk for further help."

}

}

 

Why I am not able to get the response, and I have admin role, am I use the proper API?

Hey Eric,

In one of our test accounts, we are able to activate/deactivate the Custom Ticket Status feature and we added one new custom status value too.

Below is the response for the API {domain}}/api/v2/ticket_fields.json when the Custom Ticket Status is activated and deactivated.

When Activated:

{
      "id": 360011798991,
      "type": "status",
      "title": "Status",
      "active": true,

{     "id": 9646352731412,
      "type": "custom_status",
      "title": "Ticket status",
      "active": true,

When Deactivated:

{
      "id": 360011798991,
      "type": "status",
      "title": "Status",
      "active": true,

{     "id": 9646352731412,
      "type": "custom_status",
      "title": "Ticket status",
      "active": true,

If you notice the response in both cases, we always get the `custom_status` along with the attribute `active: true`.

As you suggested, the below API is to know custom statusus, before activating the custom status feature we received a 403 error, which is fine and once we enable the feature, we start receiving responses, and we again deactivate the feature, but we still getting a response.

{domain}}/api/v2/custom_statuses.json
Sample response

{
    "custom_statuses": [
        {
            "id": 11271231,
            "status_category": "new",

We need to know the following Is there a way to know if the Custom Ticket Status is active or inactive for an account? If yes, how do we identify that in the APIs above?

Great, much helpful.