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Automate the ticket field value for Date and Time

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Hitesh Goenka

Gepostet 10. Juni 2020

When a ticket comes in, we acknowledge it and change the status from New to Open. So, we need to capture the date and time of this event. These 2 are custom ticket fields with the type as Date and Text respectively.

Right now, we are doing it manually. It will be great if this could be automated.

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    Heather Rommel

    Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

    Hi!
    Can you expand on why you need this? I'm assuming reporting purposes but I'm trying to understand what's not being shown to you from reports I'd that's the case.

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    Logesh Kumar Gowtham Chand

    Hi Heather,

    We too looking out for this option for the reporting purposes like capturing tickets Response SLA time as soon as we have received the ticket in the queue.

    Regards,

    Logesh

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