Custom Ticket Statuses
Custom Ticket Statuses indicate the state of a ticket. Each custom ticket status must belong to a status category.
Custom Ticket Statuses and Status Categories
Each custom ticket status must belong to one of five ticket status categories. The status categories consist of the existing five legacy ticket statuses:
- New
- Open
- Pending
- On-hold
- Solved
In the case of tickets with the legacy Closed status, Zendesk automation will use a custom ticket status belonging to the Solved status category.
Each status category has one default custom ticket status which must always be Active. The only exception is the On-hold category when the category is disabled. The New status category has only one custom ticket status and is the default. The New category's one and only custom ticket status can never be deactivated.
Changing a custom ticket status from default to non-default is not allowed. The only way to change the default custom ticket status is by using the Bulk Update Default Custom Ticket Status API.
Custom Ticket Status limits
There are limits for creating custom ticket status.
- 300 custom ticket status per account
- 100 custom ticket status per status category
JSON format
Custom Ticket Statuses are represented as JSON objects with the following properties:
Name | Type | Read-only | Mandatory | Description |
---|---|---|---|---|
active | boolean | false | false | If true, the custom status is set to active, If false, the custom status is set to inactive |
agent_label | string | false | true | The label displayed to agents. Maximum length is 48 characters |
created_at | string | true | false | The date and time the custom ticket status was created |
default | boolean | false | false | If true, the custom status is set to default. If false, the custom status is set to non-default |
description | string | false | false | The description of when the user should select this custom ticket status |
end_user_description | string | false | false | The description displayed to end users |
end_user_label | string | false | false | The label displayed to end users. Maximum length is 48 characters |
id | integer | true | false | Automatically assigned when the custom ticket status is created |
raw_agent_label | string | true | false | The dynamic content placeholder. If the dynamic content placeholder is not available, this is the "agent_label" value. See Dynamic Content Items |
raw_description | string | true | false | The dynamic content placeholder. If the dynamic content placeholder is not available, this is the "description" value. Dynamic Content Items |
raw_end_user_description | string | true | false | The dynamic content placeholder. If the dynamic content placeholder is not available, this is the "end_user_description" value. See Dynamic Content Items |
raw_end_user_label | string | true | false | The dynamic content placeholder. If the dynamic content placeholder is not available, this is the "end_user_label" value. See Dynamic Content Items |
status_category | string | false | true | The status category the custom ticket status belongs to. Allowed values are "new", "open", "pending", "hold", or "solved". |
updated_at | string | true | false | The date and time the custom ticket status was last updated |
List Custom Ticket Statuses
GET /api/v2/custom_statuses
Lists all undeleted custom ticket statuses for the account. No pagination is provided.
You can't have more than 300 custom ticket statuses at a time.
Allowed For
- End Users
Parameters
Name | Type | In | Required | Description |
---|---|---|---|---|
active | boolean | Query | false | If true, show only active custom ticket statuses. If false, show only inactive custom ticket statuses. If the filter is not used, show all custom ticket statuses |
default | boolean | Query | false | If true, show only default custom ticket statuses. If false, show only non-default custom ticket statuses. If the filter is not used, show all custom ticket statuses |
status_categories | string | Query | false | Filter the list of custom ticket statuses by a comma-separated list of status categories |
curl
curl https://{subdomain}.zendesk.com/api/v2/custom_statuses.json \
-v -u {email_address}:{password}
Example response(s)
200 OK
// Status 200 OK
{
"custom_statuses": [
{
"active": true,
"agent_label": "Responding quickly",
"created_at": "2021-07-20T22:55:29Z",
"default": false,
"description": "Customer needs a response quickly",
"end_user_description": "Your ticket is being responded to",
"end_user_label": "Urgent processing",
"id": 35436,
"raw_agent_label": "Responding quickly",
"raw_description": "Customer needs a response quickly",
"raw_end_user_description": "Your ticket is being responded to",
"raw_end_user_label": "Urgent processing",
"status_category": "open",
"updated_at": "2021-07-20T22:55:29Z"
}
]
}
Show Custom Ticket Status
GET /api/v2/custom_statuses/{custom_status_id}
Returns the custom ticket status object.
Allowed For
- End Users
Parameters
Name | Type | In | Required | Description |
---|---|---|---|---|
custom_status_id | integer | Path | true | The id of the custom status |
curl
curl https://{subdomain}.zendesk.com/api/v2/custom_status/{custom_status_id}.json \
-v -u {email_address}:{password}
Example response(s)
200 OK
// Status 200 OK
{
"custom_status": {
"active": true,
"agent_label": "Responding quickly",
"created_at": "2021-07-20T22:55:29Z",
"default": false,
"description": "Customer needs a response quickly",
"end_user_description": "Your ticket is being responded to",
"end_user_label": "Urgent processing",
"id": 35436,
"raw_agent_label": "Responding quickly",
"raw_description": "Customer needs a response quickly",
"raw_end_user_description": "Your ticket is being responded to",
"raw_end_user_label": "Urgent processing",
"status_category": "open",
"updated_at": "2021-07-20T22:55:29Z"
}
}
Create Custom Ticket Status
POST /api/v2/custom_statuses
Takes a custom_status
object that specifies the custom ticket status properties to create.
Allowed For
- Admins
Request body format
Name | Type | Mandatory | Description |
---|---|---|---|
active | boolean | false | If true, the custom status is set to active. If false, the custom status is set to inactive |
agent_label | string | true | The dynamic content placeholder or the label displayed to agents. Maximum length for displayed label is 48 characters |
description | string | false | The description of when the user should select this custom ticket status |
end_user_description | false | false | The description displayed to end users |
end_user_label | string | false | The dynamic content placeholder or the label displayed to end users. Maximum length for displayed label is 48 characters |
status_category | string | true | The status category the custom status belongs to. Allowed values are "new", "open", "pending", "hold", or "solved" |
Example body
{
"custom_status": {
"active": true,
"agent_label": "Responding quickly",
"description": "Customer needs a response quickly",
"end_user_description": "Your ticket is being responded to",
"end_user_label": "Urgent processing",
"status_category": "open"
}
}
curl
curl https://{subdomain}.zendesk.com/api/v2/custom_statuses.json \
-d '{"custom_status": {"status_category": "open", "agent_label": "Responding quickly", "end_user_label": "Urgent processing", "description": "Responding quickly", "end_user_description": "Responding quickly"}}' \
-H "Content-Type: application/json" -v -u {email_address}:{password} -X POST
Example response(s)
201 Created
// Status 201 Created
{
"custom_status": {
"active": true,
"agent_label": "Responding quickly",
"created_at": "2021-07-20T22:55:29Z",
"default": false,
"description": "Customer needs a response quickly",
"end_user_description": "Your ticket is being responded to",
"end_user_label": "Urgent processing",
"id": 35436,
"raw_agent_label": "Responding quickly",
"raw_description": "Customer needs a response quickly",
"raw_end_user_description": "Your ticket is being responded to",
"raw_end_user_label": "Urgent processing",
"status_category": "open",
"updated_at": "2021-07-20T22:55:29Z"
}
}
Update Custom Ticket Status
PUT /api/v2/custom_statuses/{custom_status_id}
Takes a custom_status
object that specifies the properties to update.
Allowed For
- Admins
Request body format
Name | Type | Description |
---|---|---|
active | boolean | If true, the custom status is set to active. If false, the custom status is set to inactive |
agent_label | string | The dynamic content placeholder or the label displayed to agents. Maximum length for displayed label is 48 characters |
description | string | The description of when the user should select this custom ticket status |
end_user_description | string | The description displayed to end users |
end_user_label | string | The dynamic content placeholder or the label displayed to end users. Maximum length for displayed label is 48 characters |
Parameters
Name | Type | In | Required | Description |
---|---|---|---|---|
custom_status_id | integer | Path | true | The id of the custom status |
Example body
{
"custom_status": {
"active": true,
"agent_label": "Responding quickly",
"description": "Customer needs a response quickly",
"end_user_description": "Your ticket is being responded to",
"end_user_label": "Urgent processing"
}
}
curl
curl https://{subdomain}.zendesk.com/api/v2/custom_statuses/{custom_status_id}.json \
-d '{"custom_status": {"agent_label": "{{dc.quick}}", "end_user_label": "{{dc.urgent}}"}}' \
-H "Content-Type: application/json" -v -u {email_address}:{password} -X PUT
Example response(s)
200 OK
// Status 200 OK
{
"custom_status": {
"active": true,
"agent_label": "Responding quickly",
"created_at": "2021-07-20T22:55:29Z",
"default": false,
"description": "Customer needs a response quickly",
"end_user_description": "Your ticket is being responded to",
"end_user_label": "Urgent processing",
"id": 35436,
"raw_agent_label": "Responding quickly",
"raw_description": "Customer needs a response quickly",
"raw_end_user_description": "Your ticket is being responded to",
"raw_end_user_label": "Urgent processing",
"status_category": "open",
"updated_at": "2021-07-20T22:55:29Z"
}
}
Bulk Update Default Custom Ticket Status
PUT /api/v2/custom_status/default
Updates the default values for many custom ticket statuses at once.
Allowed For
- Admins
Request body format
Name | Type | Description |
---|---|---|
ids | string | The comma-separated list of custom status ids to be set as default for their category |
Example body
{
"ids": "1234567,1234577"
}
curl
curl https://{subdomain}.zendesk.com/api/v2/custom_status/default.json \
-d '{"ids": "1234567,1234577"}' \
-H "Content-Type: application/json" -v -u {email_address}:{password} -X PUT
Example response(s)
200 OK
// Status 200 OK
{}