Track Time in Open Status for Zendesk Tickets
How can I measure the time a ticket stays in Open status in Zendesk?
You can measure the time a ticket remains in Open status by creating a report in Zendesk Explore. This allows you to track the duration a ticket spends in each status, including Open.
To set this up, you can follow a specific recipe provided by Zendesk, which offers detailed instructions on how to create such a report. This can be particularly useful for monitoring ticket handling times and improving response efficiency.
More related questions
Why are my new Zendesk tickets being created in Open status?
New tickets in Zendesk may be created in Open status due to automatic assignment. When a ticket is assigned to a group with only one member, that agent becomes the ticket's assignee, and the ticket status changes from New to Open. This is a…
Can I create a view for New tickets in Zendesk?
Yes, you can create a view for New tickets in Zendesk, but you may need to adjust your setup. If tickets are automatically assigned to an agent upon creation, they will not appear as New. To keep tickets in the New status, consider adding another…
What happens when a ticket is assigned to a single-agent group in Zendesk?
When a ticket is assigned to a group with only one agent in Zendesk, that agent automatically becomes the ticket's assignee. As a result, the ticket status changes from New to Open. This automatic assignment is part of Zendesk's built-in rules,…
How can I prevent new tickets from automatically changing to Open status?
To prevent new tickets from automatically changing to Open status, you can adjust your group assignments. By adding more agents to the initial group, tickets can remain unassigned and retain their New status. Alternatively, create a separate group…
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