Currently, Zendesk Explore does not include updates or events related to custom ticket status changes in the Tickets dataset. This limitation means you can't directly report on how many tickets have been in a specific custom status over time.
As a workaround, you can set up a trigger to match a custom drop-down field, allowing you to report these values in the Updates History dataset. This method provides an alternative way to track custom status changes.
Creating KPIs for default ticket statuses in Zendesk Explore is a straightforward process. First, navigate to the reports section in Explore and click on 'New report'. Select the dataset 'Support - Tickets' and start the report. In the Metrics…
Yes, you can create KPIs for custom ticket statuses in Zendesk Explore. Start by clicking on the reports icon and selecting 'New report'. Choose the 'Support - Tickets' dataset and begin the report. In the Metrics panel, add 'Tickets' and apply it….
To create ticket status KPIs in Zendesk Explore, you'll need a few things. First, ensure you have Zendesk Explore Professional or Enterprise. You'll also need Editor or Admin permissions to access Explore. Additionally, make sure you have ticket…
If you're on an Enterprise plan, you can enhance your ticket status reports by adding live metrics. This feature allows you to create a more comprehensive view of your tickets by including live metrics such as Support - New tickets (60 min),…