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Custom Closed Statuses

Related products:Freshdesk
  • June 10, 2016
  • 8 replies
  • 109 views
K
Contributor

We have several closed statuses based on how the ticket was closed, whether closed because the task was cancelled, closed because the ticket was a duplicate, deffered to consider later, etc.  However, only Closed and Resolved are treated as actual "Closed" statuses for purposes of "All Unresolved" tickets in the ticket view.  We would like the ability to be able to configure our custom status codes, each either as "open" or "closed" so that we can continue to track the reason why things were closed without cluttering the list of tickets that require attention.


Support says they'll consider it if there's enough interest.  Would this be of interest to anyone else?

8 replies

T
Contributor
Dear Kevin,

If your Plan is Estate or Forrest you can got to Admin > Ticket Fields and create new sections for the Types ( ie Question, Problem etc ) of tickets you wish to monitor, then add ( drag-and-drop inside the section ) one new dropdown control to each the sections you need to address. Each of these dropdown controls will list the options for the closed state of that ticket Type ( the ones you mentioned: "task cancelled", "duplicate case" etc ). The reason to do that is that these options will also  appear in your ticket filters so you can use them to create your own ticket views. Under this system, you would have the regular Open. Pending, Solved and Closed statuses and select the right option from that dropdown to explain why the ticket has been closed.

You can even create an Observer rule that says that when the option of this dropdown has changed from "None" to "Any value" the status be changed to "Closed" ( and possibly one more rule that does the opposite: when the option of this dropdown has changed from "Any value" to "None" the status be changed to "Open" ). Now, your agent only needs to select the right value from your dropdown and the status will automatically be set.

 

K
Contributor
  • kevin_13986
  • Author
  • Contributor
  • June 10, 2016

We don't have either of those subscriptions but even if we did, it separates one bit of information into two.  We certainly could add a new custom field explaining why the ticket was closed but that's just a hassle to have to update two fields when we can send a response and say "Send and Marked as Closed Cancel" in one action.

T
Contributor
Dear Kevin,
I just noticed in my test account ( a free Sprout account ) that if one adds a dropdown custom ticket field, it will also appear in the filters sidebar of the Tickets tab, so this is still doable. In regards with ergonomics, I'd go with a custom app that would add 'Send and set as Closed - Reason A',  'Send and set as Closed - Reason B' etc options along with the regular 'Send and set as Closed' option to the [ Send ] button of the reply window.

 

T
Contributor
Here is a sample app for that along with instructions:
1) Create a custom ticket field of the dropdown type, with the name "Reason for closing" ( if you prefer a different name, you will have to edit the code bellow - the ..._reason_for_closing_... strings ). When creating this field, leave all checkboxes unchecked. Don't forget to click [ Save ] when done.
2) The dropdown used in the code has the standard 'First Choice' and 'Second Choice' options. You will have to change the code so that the precise names for your options are entered in var reasons_closed = [...];
3) Create an app ( Admin > Apps > Custom Apps > [ New Custom App ] ) with the name 'Add custom close options' ( if you prefer a different name, you will have to edit the code bellow - the jQuery('#add_custom_close_options').parent().parent().remove(); code accordingly )
4) Copy the bellow code, edited as per the above steps if needed. You must also enter your own Freshdesk instance ID in var freshdesk_id = '359268'; ( check the source code of the ticket page for that ).

 Now, in your ticket page you should get two additional options in the expanded menu of the [ Send ] button of the reply box: 'Send and set as Closed ( First Choice )' and 'Send and set as Closed ( Second Choice )'. If you click on any of these, the corresponding dropdown value will be set and the ticket will be closed in one step.


 

<div id="add_custom_close_options"></div>
<script type="text/javascript">
  jQuery(document).ready(function() {
    var reasons_closed = ["First Choice", "Second Choice"];
    var i = 0;
    var set_reason_and_close = function(reason_closed) {
      var freshdesk_id = '359268';
      jQuery('#s2id_helpdesk_ticket_custom_field_reason_for_closing_' + freshdesk_id + ' span').html(reason_closed);
      jQuery('#helpdesk_ticket_custom_field_reason_for_closing_' + freshdesk_id + ' option[value="' + reason_closed + '"').prop('selected', true);
      jQuery("a[data-status-val='5']")[0].click();
    };
    if (jQuery('body').hasClass('ticket_details')) {
      jQuery('#add_custom_close_options').parent().parent().remove();
      for (i = 0; i < reasons_closed.length; i++) {
        jQuery("#conversation_reply").append('<li class=""><a class="reply_agent_collision" id="custom_close_' + i + '" href="#">Send and set as <strong>Closed ( ' + reasons_closed[i] + ' )</strong></a></li>');
      };
      jQuery('#custom_close_0').click(function() {
        set_reason_and_close(reasons_closed[0]);
        return false;
      });
      jQuery('#custom_close_1').click(function() {
        set_reason_and_close(reasons_closed[1]);
        return false;
      });
    };
  });
</script>

 

 

J
Contributor
  • josh_15767
  • Contributor
  • September 19, 2017

That is an audacious bit of coding, but it still does not help with all the built in differentiation between resolved and unresolved tickets. 


We really, really need to be able to create a new status and designate it as a "closed" status type. I'm having to jump through a lot of hoops to customize a work around for this limitation.

J
Contributor
  • josh_15767
  • Contributor
  • September 19, 2017

One of the challenges is that we cannot edit the internal names of these statuses. We can change the customer facing label, but it would help a lot to be more dynamic with the agent-facing names too.

A
Community Debut

Hi,


We have the case that we need to postpone tickets if we are not able to reproduce the error.

We cannot call such tickets as “Resolved” since the problem isn’t resolved.

We don’t like to close such tickets because “Closed” in freshdesk means resolved and then closed. And “Closed” sounds – at least for us – stronger than “Resolved”.

We’ve added such a Status “Postponed”. So, for our agents everything is fine.


Unfortunately, it’s not fine for our customers using the portal. If they select in the ticket-list “Open or Pending” they will see all postponed tickets too, but they don’t like to see this tickets in this list this way.

So, ether there was a way to define a custom status like postponed internally as closed. Than the postponed tickets will be available if the customer select the “Resolved or Closed” – filter.

Or it is possible to customize the filters for the customer portal.


Hopefully one of this two options works. The question is how.


Thanks


Andreas

A
Community Debut
  • andy_12387
  • Community Debut
  • June 26, 2020

I have wanted this option for years and still want it

We need to be able to add a custom status and have that status count as closed. 

No workarounds desired - only this simple function. 

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