Reporting on Duration of Custom Ticket Statuses
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 New, Open, On-Hold, and Pending. Custom statuses are not yet included, and there is no announced update for this feature.
More related 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…
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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