Home > How to Change Zendesk Ticket Status

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(Last Updated On: June 23, 2017)

The status field of Zendesk tickets can be set to the following values: new, open, pending, solved, closed.

A ticket can be marked as ‘solved’ only after it has been assigned to a specific user and for that we recommend that you use our Agent Mappings. That way, each ticket created after a SnapEngage chat will have an agent assigned to it. Offline requests should be created with a different ticket status in Zendesk (new, open).

We recommend not using the ‘closed’ status for a ticket that will be created from SnapEngage and sent into Zendesk. The reason for this is that due to the API limitations on tickets marked as ‘closed’, SnapEngage cannot update the ‘closed’ ticket with any details.

How Do I Change Zendesk Ticket Status via SnapEngage?

You can change the Status by using our Custom Mappings feature (located in the Integrations tab of the Admin Dashboard) in a few different ways.

The first and most useful option would be to use the custom mapping feature to set the default status of tickets. You can use a different mapping for chat messages and offline messages (shown in the screenshot below) and you can use any of the status values mentioned above.

zendesk_status_9-2-15

 

The above custom mapping example will set all tickets created from a chat transcript to a default “open” status and all offline messages to a default “new” status.

Your second option for changing the status of the Zendesk ticket is to use Operator variables. You would need to enable the Operator Variable Setting in the custom mapping section, titled “For the same source field override the value in case operator variable is assigned“. This option will ensure that in case an agent uses the operator variable to set the ticket status during a chat, SnapEngage will override any preset custom mapping to the status field with the operator variable value. It’s important to note that operator variables cannot be used for offline messages mapping.

zendesk-status-operator-var

In the above example, we created two different custom mappings for the same Status field. According to the first mapping, a chat will create (by default) a ticket with an “open” status. This will be overwritten in cases where the operator variable is used by the chat agent to set the status manually. If the agent types “\status=solved” during a chat, the ticket in Zendesk for this chat will be set to “solved” instead of “open.”

zendesk-chat-portal-status

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Published January 26, 2015