Zendesk Support Reporting From Creation to Public Reply with Ticket Custom Field
BeantwortetHi There,
we have a Ticket Custom Field from Severity (Sev1 ,2 ,3, Sev4).
We want to measure the time it takes from Creation to Public Reply and report per ticket and assignee the amount of minutes it takes.
Also, if later we downgrade the Sev 1 to Sev 3, which Sev will it report on at a later date? The first or the last Sev?
Thanks,
Adam
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Hi Adam Leeflang,
The Support Tickets dataset will report on the latest field value. However, using the Updates history dataset, you may be able to create a report based on previous values the ticket had for this field. This would be more complex.
In the former case, here is how the report may look like. I replaced severity with priority in my test instance. There aren't many replies there however, hence the lack of first reply time data:
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