Report on Average Ticket Status Time in Zendesk
How can I report on the average time a ticket spends in each status?
To report on the average time a ticket spends in each status, you can use Zendesk Explore's reporting tools. You'll need to create a report using the 'Support - Updates history' dataset. Add metrics for 'New status time (hrs)', 'Open status time (hrs)', and 'Pending status time (hrs)', and set their aggregators to AVG to display the average time. If you have the 'On-hold' status enabled, you can include that metric as well. Finally, choose 'Table' as the visualization type to see your report.
For more detailed steps, check out the originalZendesk help article.
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