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Track Zendesk Support tickets with custom statuses using triggers
Track Zendesk Support tickets with custom statuses using triggers

Workaround for Zendesk Support that uses triggers to detect the status change and adds a tag.

Updated over a year ago

Geckoboard doesn't currently support custom statuses in Zendesk Support. You can, however, use triggers to detect the status change to add/remove a tag. Counting these tags equates to counting tickets with that status. You can then create a bar chart in Geckoboard that filters exclusively for those tags.

Bar chart in Geckoboard that filters exclusively for tags triggered by custom statuses.

In this example, we'll add two triggers: one that adds a human-readable "waiting_on_bank" tag when the custom status is applied and one that removes that tag when the status is removed. You'll need to introduce two triggers for each custom status you want to track.

  1. Add a new trigger in Zendesk that adds a tag when a ticket is on that custom status. In this example setup, the trigger adds the tag "waiting_on_bank" when tickets are on the status "waiting on bank".

    Adding a trigger that applies a tag when a ticket has a specific custom status.
  2. Create a second trigger that removes that tag when a ticket no longer has that custom status. In this example, the trigger removes the tag "waiting_on_bank" when tickets are no longer on that status.

    Adding a trigger that removes a tag when a ticket has a specific custom status
  3. Add any additional triggers that add and remove tags when other custom statuses are on or off. Now counting tickets on a specific status is the same as counting the related tags.

  4. Switch to Geckoboard to add a bar chat that filters specifically for the tags you've added to your triggers. In our example, "waiting_on_bank", "waiting_on_engineering" and "wanting_on_product".

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