Filter custom ticket statuses per form.
Zendesk now allows filtering your custom status per ticket form, making the list of available statuses a lot more manageable (and logical) for your agents.
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.
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.
An overview of forms and custom statuses
This new options is added as an additional tab to the Ticket Statuses menu. (Although arguably, since you select a form and add statuses to it, this might as well be an item of the forms menu, similar to how you add ticket fields to forms in that menu)
When you select a specific form you can toggle all the statuses you want to appear in the menu. Note, you can only filter custom statuses, the native open, pending, on hold and solved statuses will always appear in the menu.
Similarly, even though existing custom status you created before this feature was launched will by default by enabled for all forms (you can deselect them if needed), custom statuses that are added after this release will be disabled by default on all forms. It would be nice if the process of adding a custom status had a step to pick your forms in the same flow, but alas, that's not possible for now.
Once you filter your menu, changes are applied immediately to the Agent Workspace.
