Reporting on Custom Ticket Statuses in Zendesk
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 using these datasets, you can create reports that show the number of tickets per custom status, the time spent in each status per update, and the overall time spent in a status during a ticket's lifecycle. For more detailed instructions, you can refer to theoriginal help documentation.
More related questions
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 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…
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:…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
