Calculate Total Time in Custom Status Lifecycle
How do I calculate the total time a ticket spent in a custom status during its lifecycle?
To calculate the total time a ticket spent in a custom status during its lifecycle, create a standard calculated metric in Zendesk Explore using the Support: Updates History dataset.
You'll need the ID for the custom ticket status of interest and use it in a formula to calculate the total time. This data is available from October 19, 2023, onward.
More related questions
How can I report on custom ticket statuses in Zendesk?
To report on custom ticket statuses in Zendesk, you can use the Explore datasets. These datasets include Support: Tickets, Support: Updates History, Support: SLAs, Support: Group SLAs, Chat: Messaging tickets, Chat: Engagement, and Talk: Calls. By…
What do I need to start reporting on custom ticket statuses?
To start reporting on custom ticket statuses, you'll need Zendesk Explore Professional or Enterprise, along with Editor or Admin permissions. Additionally, you must have custom ticket statuses activated in your Zendesk account. The process is…
How do I calculate the number of tickets per custom ticket status?
To calculate the number of tickets per custom ticket status, you can create a report using the Support: Tickets dataset in Zendesk Explore. This report will show the volume of tickets in each custom status and the category each status belongs to….
How can I determine how long a ticket spent in a custom status per update?
To determine how long a ticket spent in a custom status per update, use the Support: Updates History dataset in Zendesk Explore. This involves selecting the appropriate metrics and filtering by the customstatusid value. The report will show the…
How can I find out how long a ticket has been in its current custom status?
To find out how long a ticket has been in its current custom status, create a standard calculated metric in Zendesk Explore. This metric will return the duration from the last time the ticket was set to a specific status until now. Use the Support:…
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