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ZD Explore Built-in metric: Display how long a ticket HAS BEEN SPENDING in its CURRENT status

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Trisha Kate Nagano

Gepostet 18. Sept. 2023

Hi, ZD

ZD Explore has a built-in metric to get the duration on how long a ticket HAS STAYED in a specific status (via Duration - Field Changes metric in the Support: Updates History Dataset).

Requesting to display how long a ticket HAS BEEN SPENDING in its CURRENT status, please? Thank you.

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3 Kommentare

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    Shawna James

    Community Product Feedback Specialist

    Hey Trisha, thank you so much for providing your feedback. It has been logged, however I think it would be helpful to understand a use case for this metric for your reporting needs. Specifically, how the lack of functionality is currently impacting your business. This just helps our PM's get a better sense of your needs. For others who may appreciate this feature, please show your support with an upvote or comment explaining your use case. Thank you again for taking the time!

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    Trisha Kate Nagano

    Hi, Shawna

    Use Case: Identify how long a ticket has been idle in a specific queue, so that the right tier will be tapped for follow up.

    We have also created custom statuses for our main tiers (i.e., Open Connectivity status means for our T2 IntOps support, Open Engineering status for our T3 Engineering support).

    So, with the requested built-in metric, for example ticket #123456 has been in the Open Connectivity status for 10 days, the company can easily monitor this and follow up T2 IntOps on the ticket.

    Currently, we do not have this functionality. We only have filters in ZD Support Views to filter tickets that has been idle for x days for the ZD default statuses (i.e., via Hours since Open/Pending/On-Hold/Solved/Closed), but the duration on how long the ticket has been sitting in a specific queue is not available. We want to be able to see this in the dashboard as well (ZD Explore). 

     

    Thank you.

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    Shawna James

    Community Product Feedback Specialist

    Thank you so much Trisha! Confirming again this has been logged, we appreciate you taking the time to provide us this feedback.

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