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Enabling Zendesk Custom Ticket Statuses in Qvasa

Written by Amer Shalan

Enabling Zendesk Custom Ticket Statuses in Qvasa

Zendesk lets you create custom ticket statuses — named statuses like "Waiting on User" or "Escalated to Engineering" that map to the core Zendesk statuses (New, Open, Pending, On-hold, Solved). Qvasa can sync these custom statuses from your Zendesk account and track each ticket's custom-status history: which custom status a ticket was in, for how long, and where it went next. This guide shows you how to enable the integration and what you can do with it today.

How the integration works

Once enabled, Qvasa keeps your custom statuses up to date automatically:

  • Nightly catalog sync. Qvasa syncs your full custom-status catalog from Zendesk every night, and you can refresh it on demand at any time with a single click.

  • Per-ticket history tracking. Custom-status changes are captured as tickets update, so Qvasa knows each ticket's full custom-status journey. The first time Qvasa processes a ticket after the feature is enabled, it replays that ticket's complete custom-status history from Zendesk — so historical data is backfilled automatically.

  • No meaningful Zendesk API cost. Custom-status changes ride along on data pulls Qvasa is already doing, and the nightly catalog sync adds only 1–2 API calls per night.

Before you start

  • You need admin access in Qvasa to change account settings.

  • Your account must have a Zendesk API token saved in Qvasa (see Before You Start: Setting Up Qvasa).

  • The feature must be turned on for your account by the Qvasa team. If you don't see the setting described below, contact your Qvasa representative and we'll enable it for you.

Step 1: Enable the setting

  1. Go to Settings → Account Settings in Qvasa.

  2. Search for "custom ticket statuses" and find the card labeled Zendesk Custom Ticket Statuses.

  3. Click Enable.

Step 2: Sync and review your custom statuses

After enabling the setting, a new Zendesk Custom Ticket Statuses page appears in your Settings:

Open it to see every status Qvasa has synced from Zendesk. Statuses sync automatically every night, but you can click Sync now from Zendesk to pull the latest catalog immediately — useful right after enabling the feature or after creating new custom statuses in Zendesk.

For each status you'll see:

  • Category — the core Zendesk status (New, Open, Pending, Hold, Solved) the custom status maps to.

  • Default vs. Custom — whether it's one of Zendesk's built-in statuses or one your team created.

  • Sync Status — a Pending sync badge means Qvasa saw the status on a ticket before the catalog sync filled in its details; run a sync to complete it.

Step 3: Filter your dashboards by custom status

With the integration enabled, custom-status filters become available on every dashboard widget:

  1. Open a dashboard and enter edit mode.

  2. On any widget, click the filters icon to open the filters lightbox.

  3. In the Fields list, choose one of the custom-status filters, then pick the statuses you care about in the middle panel.

  4. Click Apply & Save.

Four filter variants are available:

  • Tickets Currently In Custom Statuses — tickets sitting in any of the selected custom statuses right now.

  • Exclude Tickets Currently In Custom Statuses — tickets not currently in any of the selected statuses.

  • Tickets Ever In Custom Statuses — tickets that passed through any of the selected statuses at any point in the dashboard's date window.

  • Exclude Tickets Ever In Custom Statuses — tickets that were never in any of the selected statuses.

What's next

Filtering by custom ticket status is the first feature built on this integration — and because Qvasa is already tracking how long each ticket spends in each custom status, more custom-status analytics are on the way. If there's a custom-status report you'd love to see, let us know!

Troubleshooting

  • I don't see the Zendesk Custom Ticket Statuses setting. The feature needs to be turned on for your account by the Qvasa team — contact your Qvasa representative.

  • The statuses page is empty. Click Sync now from Zendesk. If it stays empty, confirm your Zendesk API token is saved in Qvasa and that your Zendesk plan supports custom ticket statuses.

  • A status shows "Pending sync". Qvasa spotted the status on a ticket before the catalog sync ran. Click Sync now from Zendesk to fill in its details.

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