Enhance Explore to allow reporting on Suspended Tickets
It would be great to have the ability to report on suspended tickets daily count by cause of suspension through Explore. Currently there is no way to count these tickets except manually since they don't count as tickets when they are flagged as suspended.
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Is there a way to report on Suspended tickets?
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Hi fellownarrator,
There is not currently capability ro report on suspended tickets in Explore. However, you can pull information about them via the API. Here's the Zendesk API documentation on suspended tickets
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Some basic metrics (say over time, by category, source, etc) on what is being placed into Suspended Tickets (and their categories) would be beneficial to the metrics driven (or aiming to be) customers of Zendesk. Pawning off the business need by pointing to the API, when most customers do not have the capability in house to write the code for using the API is highly disappointing as a response and provides a negative light on your product team not listening to the customers’ needs. Your tooling is placing the tickets in Suspended Tickets, your tooling could easily provide metrics for all customers.
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Not only would this be beneficial as previously mentioned, but downright necessary.
Lack of reporting on any kind of ticket for a customer support application is a distinct flaw.
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Hello, has there been any update on this?
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Hello all, thank you for your comments and posts here. I want to confirm that this has been logged for our PM's to review and we will continue to monitor the feedback now. Yullya, there is no update as of today on this feature request however please refer to Nicole's previous comment to support should it be helpful to your use case. Thank you.
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Great, thank you!
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