定制机票Statuses indicate the state of a ticket. Each custom ticket status must belong to a status category.

定制机票Statuses and Status Categories

Each custom ticket status must belong to one of five ticket status categories. The status categories correspond to the existing five legacy ticket statuses:

  • "new"
  • "open"
  • "pending"
  • "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 "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 theBulk Update Default Custom Ticket Status API.

定制机票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

定制机票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. SeeDynamic 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. SeeDynamic 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. SeeDynamic 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 查询 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 查询 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 查询 false Filter the list of custom ticket statuses by a comma-separated list of status categories

Code Samples

curl
              
curlhttps://{subdomain}.zendesk.com/api/v2/custom_statuses.json\-v -u{email_address}:{password}
Go
              
import("fmt""io""net/http")funcmain(){url:="https://example.zendesk.com/api/v2/custom_statuses?active=&default=&status_categories="method:="GET"req,err:=http.NewRequest(method,url,nil)iferr!=nil{fmt.Println(err)return}req.Header.Add("Content-Type","application/json")req.Header.Add("Authorization","Basic ")// Base64 encoded "username:password"client:=&http.Client{}res,err:=client.Do(req)iferr!=nil{fmt.Println(err)return}deferres.Body.Close()body,err:=io.ReadAll(res.Body)iferr!=nil{fmt.Println(err)return}fmt.Println(string(body))}
Nodejs
              
varaxios=require('axios');varconfig={method:'GET',url:'https://example.zendesk.com/api/v2/custom_statuses',headers:{'Content-Type':'application/json','Authorization':'Basic ',// Base64 encoded "username:password"},params:{'active':'','default':'','status_categories':'',},};axios(config).then(function(response){console.log(JSON.stringify(response.data));}).catch(function(error){console.log(error);});
Python
              
importrequestsurl="https://example.zendesk.com/api/v2/custom_statuses?active=&default=&status_categories="headers={"Content-Type":"application/json",}response=requests.request("GET",url,auth=('',''),headers=headers)print(response.text)
Ruby
              
require"net/http"uri=URI("https://example.zendesk.com/api/v2/custom_statuses")uri.query=URI.encode_www_form("active":"","default":"","status_categories":"")request=Net::HTTP::Get.new(uri,"Content-Type":"application/json")request.basic_auth"username","password"response=Net::HTTP.start uri.hostname,uri.port,use_ssl:truedo|http|http.request(request)end

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":“您的机票是回应”,"end_user_label":"Urgent processing","id":35436,"raw_agent_label":"Responding quickly","raw_description":"Customer needs a response quickly","raw_end_user_description":“您的机票是回应”,"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

Code Samples

curl
              
curlhttps://{subdomain}.zendesk.com/api/v2/custom_status/{custom_status_id}.json\-v -u{email_address}:{password}
Go
              
import("fmt""io""net/http")funcmain(){url:="https://example.zendesk.com/api/v2/custom_statuses/1234567"method:="GET"req,err:=http.NewRequest(method,url,nil)iferr!=nil{fmt.Println(err)return}req.Header.Add("Content-Type","application/json")req.Header.Add("Authorization","Basic ")// Base64 encoded "username:password"client:=&http.Client{}res,err:=client.Do(req)iferr!=nil{fmt.Println(err)return}deferres.Body.Close()body,err:=io.ReadAll(res.Body)iferr!=nil{fmt.Println(err)return}fmt.Println(string(body))}
Nodejs
              
varaxios=require('axios');varconfig={method:'GET',url:'https://example.zendesk.com/api/v2/custom_statuses/1234567',headers:{'Content-Type':'application/json','Authorization':'Basic ',// Base64 encoded "username:password"},};axios(config).then(function(response){console.log(JSON.stringify(response.data));}).catch(function(error){console.log(error);});
Python
              
importrequestsurl="https://example.zendesk.com/api/v2/custom_statuses/1234567"headers={"Content-Type":"application/json",}response=requests.request("GET",url,auth=('',''),headers=headers)print(response.text)
Ruby
              
require"net/http"uri=URI("https://example.zendesk.com/api/v2/custom_statuses/1234567")request=Net::HTTP::Get.new(uri,"Content-Type":"application/json")request.basic_auth"username","password"response=Net::HTTP.start uri.hostname,uri.port,use_ssl:truedo|http|http.request(request)end

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":“您的机票是回应”,"end_user_label":"Urgent processing","id":35436,"raw_agent_label":"Responding quickly","raw_description":"Customer needs a response quickly","raw_end_user_description":“您的机票是回应”,"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 acustom_statusobject 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":“您的机票是回应”,"end_user_label":"Urgent processing","status_category":"open"}}

Code Samples

curl
              
curlhttps://{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
Go
              
import("fmt""io""net/http""strings")funcmain(){url:="https://example.zendesk.com/api/v2/custom_statuses"method:="POST"payload:=strings.NewReader(`{"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"}}`)req,err:=http.NewRequest(method,url,payload)iferr!=nil{fmt.Println(err)return}req.Header.Add("Content-Type","application/json")req.Header.Add("Authorization","Basic ")// Base64 encoded "username:password"client:=&http.Client{}res,err:=client.Do(req)iferr!=nil{fmt.Println(err)return}deferres.Body.Close()body,err:=io.ReadAll(res.Body)iferr!=nil{fmt.Println(err)return}fmt.Println(string(body))}
Nodejs
              
varaxios=require('axios');vardata=JSON.stringify({"custom_status":{"active":true,"agent_label":"Responding quickly","description":"Customer needs a response quickly","end_user_description":“您的机票是回应”,"end_user_label":"Urgent processing","status_category":"open"}});varconfig={method:'POST',url:'https://example.zendesk.com/api/v2/custom_statuses',headers:{'Content-Type':'application/json','Authorization':'Basic ',// Base64 encoded "username:password"},data:data,};axios(config).then(function(response){console.log(JSON.stringify(response.data));}).catch(function(error){console.log(error);});
Python
              
importrequestsimportjsonurl="https://example.zendesk.com/api/v2/custom_statuses"payload=json.loads("""{"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"}}""")headers={"Content-Type":"application/json",}response=requests.request("POST",url,auth=('',''),headers=headers,json=payload)print(response.text)
Ruby
              
require"net/http"uri=URI("https://example.zendesk.com/api/v2/custom_statuses")request=Net::HTTP::Post.new(uri,"Content-Type":"application/json")request.body=%q({"custom_status":{"active":true,"agent_label":"Responding quickly","description":"Customer needs a response quickly","end_user_description":“您的机票是回应”,"end_user_label":"Urgent processing","status_category":"open"}})request.basic_auth"username","password"response=Net::HTTP.start uri.hostname,uri.port,use_ssl:truedo|http|http.request(request)end

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":“您的机票是回应”,"end_user_label":"Urgent processing","id":35436,"raw_agent_label":"Responding quickly","raw_description":"Customer needs a response quickly","raw_end_user_description":“您的机票是回应”,"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 acustom_statusobject 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":“您的机票是回应”,"end_user_label":"Urgent processing"}}

Code Samples

curl
              
curlhttps://{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
Go
              
import("fmt""io""net/http""strings")funcmain(){url:="https://example.zendesk.com/api/v2/custom_statuses/1234567"method:="PUT"payload:=strings.NewReader(`{"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"}}`)req,err:=http.NewRequest(method,url,payload)iferr!=nil{fmt.Println(err)return}req.Header.Add("Content-Type","application/json")req.Header.Add("Authorization","Basic ")// Base64 encoded "username:password"client:=&http.Client{}res,err:=client.Do(req)iferr!=nil{fmt.Println(err)return}deferres.Body.Close()body,err:=io.ReadAll(res.Body)iferr!=nil{fmt.Println(err)return}fmt.Println(string(body))}
Nodejs
              
varaxios=require('axios');vardata=JSON.stringify({"custom_status":{"active":true,"agent_label":"Responding quickly","description":"Customer needs a response quickly","end_user_description":“您的机票是回应”,"end_user_label":"Urgent processing"}});varconfig={method:'PUT',url:'https://example.zendesk.com/api/v2/custom_statuses/1234567',headers:{'Content-Type':'application/json','Authorization':'Basic ',// Base64 encoded "username:password"},data:data,};axios(config).then(function(response){console.log(JSON.stringify(response.data));}).catch(function(error){console.log(error);});
Python
              
importrequestsimportjsonurl="https://example.zendesk.com/api/v2/custom_statuses/1234567"payload=json.loads("""{"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"}}""")headers={"Content-Type":"application/json",}response=requests.request("PUT",url,auth=('',''),headers=headers,json=payload)print(response.text)
Ruby
              
require"net/http"uri=URI("https://example.zendesk.com/api/v2/custom_statuses/1234567")request=Net::HTTP::Put.new(uri,"Content-Type":"application/json")request.body=%q({"custom_status":{"active":true,"agent_label":"Responding quickly","description":"Customer needs a response quickly","end_user_description":“您的机票是回应”,"end_user_label":"Urgent processing"}})request.basic_auth"username","password"response=Net::HTTP.start uri.hostname,uri.port,use_ssl:truedo|http|http.request(request)end

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":“您的机票是回应”,"end_user_label":"Urgent processing","id":35436,"raw_agent_label":"Responding quickly","raw_description":"Customer needs a response quickly","raw_end_user_description":“您的机票是回应”,"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"}

Code Samples

curl
              
curlhttps://{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
Go
              
import("fmt""io""net/http""strings")funcmain(){url:="https://example.zendesk.com/api/v2/custom_status/default"method:="PUT"payload:=strings.NewReader(`{"ids": "1234567,1234577"}`)req,err:=http.NewRequest(method,url,payload)iferr!=nil{fmt.Println(err)return}req.Header.Add("Content-Type","application/json")req.Header.Add("Authorization","Basic ")// Base64 encoded "username:password"client:=&http.Client{}res,err:=client.Do(req)iferr!=nil{fmt.Println(err)return}deferres.Body.Close()body,err:=io.ReadAll(res.Body)iferr!=nil{fmt.Println(err)return}fmt.Println(string(body))}
Nodejs
              
varaxios=require('axios');vardata=JSON.stringify({"ids":"1234567,1234577"});varconfig={method:'PUT',url:'https://example.zendesk.com/api/v2/custom_status/default',headers:{'Content-Type':'application/json','Authorization':'Basic ',// Base64 encoded "username:password"},data:data,};axios(config).then(function(response){console.log(JSON.stringify(response.data));}).catch(function(error){console.log(error);});
Python
              
importrequestsimportjsonurl="https://example.zendesk.com/api/v2/custom_status/default"payload=json.loads("""{"ids": "1234567,1234577"}""")headers={"Content-Type":"application/json",}response=requests.request("PUT",url,auth=('',''),headers=headers,json=payload)print(response.text)
Ruby
              
require"net/http"uri=URI("https://example.zendesk.com/api/v2/custom_status/default")request=Net::HTTP::Put.new(uri,"Content-Type":"application/json")request.body=%q({"ids":"1234567,1234577"})request.basic_auth"username","password"response=Net::HTTP.start uri.hostname,uri.port,use_ssl:truedo|http|http.request(request)end

Example response(s)

200 OK
              
// Status 200 OK{}