Last year Zendesk released Custom Ticket Statuses, a way to expand the native new, open, pending and solved ticket statuses with custom statuses that better match your company's processes.

These statuses are useful to eg highlight that a ticket is on-hold while you wait for an external supplier, or pending until the customer confirms something. It allows you to add a different open status for tickets that got a reply, versus those that get an update with an internal note or side conversation.

While these custom statuses are quite useful, they do clutter up the Submit menu, especially if you have a lot of them.

Not every custom status is useful in every scenario though. A support form has no use for a "waiting for quote feedback" status that a sales form might need. Or a form to request returns and refunds might need your "waiting for shipment" or "refund method requester" status, whereas your product form might need a "waiting for supplier" status.

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Ticket statuses by form

The new Ticket statuses by form feature in Zendesk will fix this issue. You can now select specific statuses to be displayed per form, reducing long lists of statuses to short, more specific options.