How to Change Zendesk Status Mapping From Closed to Solved
How to Change Status Mapping from Halp to Zendesk
Do you want to change the status mapping so when you close a ticket with Halp it maps to 'Solved' in Zendesk instead of 'Closed'? Follow these steps:
*Note* You must have admin permissions in Halp to do this
- In your web UI, go to Settings > Custom Statuses
- Find the status named 'Closed' with the 'Default' tag next to it and click Edit
- Change the name to 'Solved'
- Click Save
- Refresh your page
- Any ticket closed in Halp will now be marked as Solved in Zendesk
Already have a 'Solved' status but it isn't mapping correctly?
If you already have a status in your Custom Statuses list that is named 'Solved', but tickets closed in Halp are still mapping to 'Closed' in Zendesk, it may be that the wrong status was changed. Make sure that the status named 'Solved' is the last status in the list and has the 'DEFAULT' tag next to it. Our default statuses have different permissions than new custom statuses, so just adding a new Custom Status will not work. To rectify this, delete the 'Solved' custom status, then rename the existing 'Closed' status following the steps above.