How to Report on Custom Ticket Status - Frequently asked questions
Discover how to report on tickets with a custom status in Zendesk. This page answers common questions and provides insights into managing custom ticket statuses effectively.
Frequently asked questions
How can I report on tickets with a custom ticket status in Zendesk?
To report on tickets with a custom ticket status in Zendesk, you can use specific attributes available in the Support - Tickets dataset. These attributes include the ticket custom status name, category, and state. However, it's important to note…
Why aren't custom ticket status attributes available in the Update History dataset?
Custom ticket status attributes are currently not available in the Update History dataset in Zendesk. This feature has not been included in any announced updates, but it is a topic of discussion within the Zendesk community. Engaging in these…
What happens to existing reports when using custom ticket statuses?
If you have existing reports that use the ticket status attribute, they should remain unchanged when you enable custom ticket statuses. However, if your reports use the status category attribute, they will look at categories instead. This…
Can I report on the duration of tickets in custom statuses?
Currently, Zendesk does not support reporting on the duration of tickets in custom statuses using pre-built metrics. The existing 'Duration - Field changes' metric in the Support: Updates History dataset only covers standard ticket statuses like…
Is there a way to apply custom ticket status attributes to all datasets?
Currently, custom ticket status attributes are only available in the Support - Tickets dataset and not in others like the Guide Dataset. Users have requested the ability to apply these attributes across all datasets or to have a formula to build it…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
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