Feedback and Ideas

Add support for Zendesk Custom Status fields in Glean search, filtering, and reporting.

Zendesk’s base status values, such as Open, Pending, and On-hold, are too generic for meaningful operational analysis. Custom statuses provide the business context needed to distinguish states such as Escalated, Engineering Request, and Implementation Request.

Glean currently appears to index the base 

 field but not the Zendesk custom status represented by 

. As a result, tickets in a status such as On-hold appear as one undifferentiated group, even when they are waiting on very different teams or processes.

Please add Zendesk Custom Status support in the following areas:

type:ticket custom_status:"Engineering Request"

Add Custom Status as a filterable field in the Glean search UI

Support grouping and aggregation by Custom Status in analytics and reporting

Display the human-readable custom status name wherever Zendesk ticket status information is surfaced

This would improve support and operational visibility by enabling teams to:

Understand what is blocking tickets, including escalations, engineering work, and implementation work

Track team workload by measuring how many tickets are waiting on each team

Identify trends over time, such as increases in Engineering Requests

Prioritize backlog and escalation work using more meaningful status context

Zendesk exposes the custom status identifier through the API field:

The identifier maps to a human-readable status through:

A support leader wants to search for all tickets waiting on Engineering, compare the current Engineering Request workload with Implementation Requests, and trend both categories over time. Base Zendesk statuses cannot support that analysis because both groups may appear simply as On-hold.

Zendesk tickets expose their human-readable Custom Status in Glean search results and ticket metadata.

Users can filter search results by Custom Status.

Users can query Custom Status using a search operator or equivalent syntax.

Analytics and reporting support grouping and aggregation by Custom Status.

Custom Status values are resolved from Zendesk’s custom-status metadata rather than shown only as numeric IDs.

Feature Request: Add Zendesk Custom Status Support to Search and Reporting

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